Supervisory Customer Service Representative (Bilingual-Spanish) NTE 1 Year, MBE up to 5 years, MBMP

WHAT IS TAXPAYER SERVICES? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS SC - Accounts Management - Puerto Rico REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Duties

As a Front Line Manager you will:

• Plan work to be accomplished by subordinates, sets and adjusts short-term priorities and prepares schedules for completion of work.
• Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
• Evaluate work performance of subordinates and makes recommendations for outstanding performance recognition and/or disciplinary action.
• Give advice, counsel or instruction to employees on work and administrative matters.
• Interview candidates for positions within the organization/unit and recommend appointment, promotion or reassignment to such positions.
• Hear and resolve complaints from employees, refer group grievances and/or more serious unresolved complaints as appropriate.
• Effect minor disciplinary measures, such as warnings and reprimands, recommend other actions in more serious cases.
• Identify developmental and training needs of employees, providing or arranging for needed development and training.
• Initiate ways to improve production, work processes and/or to increase the quality of the work directed.

The following are the job specific duties of this position. You will have the opportunity to learn to perform these duties and receive training to help you grow in this position.

• Provides technical oversight of taxpayer inquiries and case resolution activities by evaluating work performed and ensuring consistent application of tax laws, regulations, and IRM procedures. Reviews and analyzes cases involving multiple issue areas, complex regulatory requirements, and frequently changing guidance to ensure accurate and compliant resolution. Ensures employees follow established procedures for handling inventory, system usage, and case documentation requirements.
• Applies advanced interviewing and analytical techniques to evaluate taxpayer circumstances, including sensitive financial and personal information, and to determine appropriate actions. Ensures proper handling of cases involving issues such as compliance determinations, financial hardship, or potential noncompliance. Evaluates determinations made by employees to ensure sound judgment in resolving discrepancies and interpreting taxpayer intent. Ensures proper handling of sensitive taxpayer data and reinforces adherence to disclosure and privacy regulations in all case interactions.
• Analyzes casework, workload data, and program trends to identify risks, recurring issues, and opportunities for improvement. Supports the development of strategies to improve efficiency, consistency, and program effectiveness. Utilizes system-generated reports and operational data to monitor trends, identify systemic issues, and recommend corrective actions to improve program performance. Ensures accurate computation or review of tax liabilities, penalties, and assessments across a range of tax situations.
• Provides technical guidance and support to employees, promoting consistent application of policies and procedures and assisting with complex or unusual cases. Advises employees on interpretation of IRM procedures, SERP guidance, and other program resources to ensure accurate and consistent case resolution. Maintains technical proficiency by performing work consistently with the level of employees supervised, as needed. Participates in ongoing technical training and remains current on tax law changes, procedural updates, and program requirements.

STANDARD POSITION DESCRIPTIONS (SPD): PD96294
Visit the IRS SPD Library to access the position descriptions.

Salary

• $74,678 - $97,087/year

Conditions of Employment

• Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position.
• Supervisory Probationary Period - Subject to a 1-year supervisory or managerial probationary period (unless already completed).
• Government Credit Card - Obtain and use a Government-issued charge card for business-related travel.

ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION

Qualifications

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume.

You must meet the following requirements by the closing date of this announcement.

SPECIALIZED EXPERIENCE: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the next lower level within the payband or GS grade in the normal line of progression in the Federal service that demonstrates the required managerial skills and technical competence required to perform the job. To be qualifying for this position your experience must include:

• Experience that demonstrated management/leadership experience such as applying management techniques, methods, theories, principles, or labor relations concepts for the accomplishment of all program objectives with combined technical and administrative oversight. This experience may have been gained through work experience as a project/program manager, team lead or project/program lead, technical advisor, or senior specialist/analyst that included managing resources, providing support to managers, mentoring team members, providing day to day guidance training and/or oversight of peers or others.
• Experience applying regulations, other official guidance, and principles, including the latest procedures and techniques sufficient to oversee the planning, development, and implementation of the technical aspects of programs specific to the position being filled.
• Experience applying communicative techniques to effectively and diplomatically interact with internal and external customers.
• Leading data analysis and program evaluation on major programs segments, organizational structures and/or functional responsibilities to drive performance improvements and operational change.
• Experience gathering, analyzing, and interpreting performance metrics (e.g. Average time, adherence) to make data driven decisions.
• Experience applying basic budget management principles and practices (i.e. ability to maintain and manage financial resources).

AND

You must also meet the following requirement(s):

• TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens".
• BILINGUAL POSITION: Applicants will be required to demonstrate proficiency (ability to speak, read, and write) in both English and Spanish. You may be tested at some point in the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate proficiency, you will not be considered for the position.

For more information on qualifications please refer to OPM's Qualifications Standards.
Go to Understanding the IRS Paybands for GS/IR conversion.

Education A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions. We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE). Other Information Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty. In the event that a building is closed due to rent management, new hires may be placed in a local commuting location. Additional jobs may be filled from this announcement or any other source to fill these vacancies. Alternative work schedule, staggered work hours may be available. Salary: IRS (IR) Pay Band Locality Pay tables may be found under 2026 - IR Salary Tables. Cost-of-Living Allowances (COLA): PR4064, PR3930 and PR4070 include COLA. See COLA Rates 2026. Required Documents

The following documents are required and must be provided with your application. All application materials, including transcripts, must be in English.
Incomplete or insufficient information may result in not being considered for the position, or not receiving special consideration for which you may be eligible.
Please view Application Preparation or How to write a resume for federal job.

1. Resume
… Your resume should:

• Be limited to two (2) pages. Applicants with resumes exceeding two-pages will be removed from consideration. We recommend utilizing a standard 8.5x11-inch document size, a sans-serif font such as Arial or Calibri with a font size no smaller than 10-point for the main text, and page margins of 0.5 inches. Applicants that attempt to circumvent the 2-page limit page limit, for example by materially reducing readability, will be deemed ineligible. If you update your application, only the most recent resume received (uploaded under the "Resume" document type) will be considered to determine qualifications.
• Include your name and contact information.
• Include relevant work experience - Employer Name, Job Title, Employment dates (start to end date or present), number of hours worked per week, and a brief description of duties that clearly demonstrate your qualifications. To receive full credit for work experience, you must include specific MM/DD/YYYY start and end dates for every position.
• Include pay plan, series, and grade (e.g., GS-0301-09) for all federal service jobs.
• Not include photographs, classified or sensitive information, SSN, encrypted/digitally signed documents, or other inappropriate content. Resumes containing prohibited information will be deemed ineligible.
• Not include embedded links as they will not be opened or considered when determining qualifications.
• Not include personal information such as age, sex, religion, race, or disability.
• Not include specialized experience copied from the announcement or position description, as this is not a demonstration of your experience.

2. Education (if applicable) - Refer to Qualification and Education sections above for requirements

• For positions with an education requirement, or if you are qualifying for this position based on education or training, submit a copy of your transcript(s) or equivalent. An official transcript(s) will be required if you are selected.

3. Registration/License (if applicable) - Current, active registration/license

4. Performance Appraisal/Awards (strongly encouraged)

• Submit the most recent completed annual performance appraisal.
• Submit copies of any incentive/performance awards received that may have an impact on the qualifications for the position to be filled.

5. Career Transition Assistance Plan (CTAP) (if applicable) Selection priority program for displaced or surplus federal employees:

• Review and submit the required documentation as outlined under CTAP

6. IRS Reassignment Preference Program (RPP) (if applicable)

• Submit your RPP Notice and most recent performance appraisal.
• Appraisal must reflect Fully successful or higher overall rating.

7. Current Employees Documentation (recommended if applicable)

• If applying for a higher grade and you met time-in-grade (TIG) at another agency, it is recommended that you provide an SF-50(s) (Notification of Personnel Action) (or equivalent) which demonstrates you meet the 52-week TIG requirement (e.g., Promotion with an effective date more than one (1) year old, Within-Grade-Increase at the highest grade held). Failure to provide an SF-50(s) that shows your eligibility may result in an ineligible determination.

How to Apply

Please read the entire announcement and all the instructions before you begin an application. To apply for and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on 08/20/2026.

1. To begin the application process, click the "Apply Online" button.
2. You will be re-directed to USA STAFFING to continue your application process; answer the online questions. To preview the Application Questionnaire, please click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/13029726.
   • Upload all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need is not imported from USAJOBS, you may upload it directly into this application.)
3. Click the Submit Application button.

Reasonable Accommodations (RA): We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the application and hiring process. To review reasonable accommodation policies and procedures please visit https://www.opm.gov/policy-data-oversight/disability-employment/reasonable-accommodations/.

To update your application, including supporting documentation: Visit USAJOBS - How to Update Application during the announcement open period, make updates or add supporting documentation, then continue through the entire application process and click Submit Application to send updates to the hiring agency. This option will no longer be available once the announcement has closed.

To view the job status or your application status: Visit USAJOBS - How to View Application/Job Status. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.

Benefits As a current IRS employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.