Customer Service Representative
• Assisted taxpayers via phone, correspondence, and in-person interactions to resolve inquiries regarding account status, notices, and payments.
• Explained complex tax laws, regulations, and procedural requirements clearly and accurately to individual and business taxpayers.
• Educated taxpayers on their rights and responsibilities under the Taxpayer Bill of Rights.
• Guided taxpayers through steps to meet their tax obligations, helping to minimize errors and prevent future issues.
• Maintained detailed and accurate records of all taxpayer interactions and account actions.
• Researched and resolved account discrepancies, refund delays, misapplied payments, and other account-related concerns.
• Processed and reviewed tax returns, amended returns, payments, and supporting documents for accuracy and compliance.
• Communicated professionally and courteously, both verbally and in writing, while maintaining a high standard of service.
• Collaborated with other IRS departments and specialists to resolve escalated or complex taxpayer cases.
Skills & Competencies:
• In-depth knowledge of federal tax laws, IRS codes, and procedural guidelines.
• Strong customer service and conflict resolution skills with a focus on empathetic and effective communication.
• High attention to detail with the ability to accurately interpret and process sensitive financial information.
• Proficient in IRS computer systems, databases, and general office software (e.g., IDRS, AMS).
• Skilled in analytical thinking and problem-solving in fast-paced, high-volume environments.
• Committed to ethical conduct, confidentiality, and upholding the integrity of the IRS.
