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Customer Experience Associate Trainee (Multiple Vacancies)

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Customer Experience Associate Trainee (Multiple Vacancies)

Salary

$40,685.00 - $60,714.00 Annually

Location

Dauphin County, PA

Job Type

Non-Civil Service Permanent Full-time

Job Number

N-2025-33332

Department

Department of Revenue

Division

CEC Cstmr Serv Div

Opening Date

09/10/2025

Closing Date

9/19/2025 11:59 PM Eastern

Job Code

03875

Position Number

Multiple positions may be filled from this posting.

Union

AFSCME

Bargaining Unit

A1

Pay Group

ST04

Bureau / Division Code

00181666

Bureau / Division

Customer Experience Center Customer Service Division

Worksite Address

1825 Stanley Drive/393 Walnut Street

City

Harrisburg, Pennsylvania

Zip Code

17103/17128

Contact Name

Ashley Conrad

Contact Email

[email protected]

+ Description

+ Benefits

+ Questions

THE POSITION

The Pennsylvania Department of Revenue is looking for motivated and enthusiastic individuals to serve as Customer Experience Associate Trainees. In this exciting opportunity, you will participate in six-month formal, informal, and on-the-job training programs to develop the knowledge, skills, and experience necessary to assist customers with the review, interpretation and explanation of Pennsylvania State tax laws, rules, regulations, and procedures. Join our team to gain valuable career experience and learn more about how the Department of Revenue fairly, efficiently, and accurately administers Pennsylvania tax programs for the citizens of the Commonwealth.

DESCRIPTION OF WORK

As a Customer Experience Associate Trainee, you will receive instructions on providing effective customer service in the use of general office equipment and the use of a personal computer and applications. You will be trained in providing responses, verbally and in writing, to include but not limited to tax filing requirements, taxability issues, attainment of returns and requests for assistance in completing tax forms. Customer service will be key as you provide appropriate responses to inquiries and advise customers and their representatives on PA tax rules and regulations. You will be expected to review account discrepancies, resolve the issue and ensure all inquiries are handled in a timely manner.

You will learn to:

+ Identify and refer taxpayers to other taxing agencies (i.e.: Federal, local, other states) for proper registrations

+ Identify internal problems within the department through customer contact and document repetitive problems through the proper chain of command

+ Document customer accounts summarizing the history of the taxpayer inquiry, adjustments and/or resolutions

+ Explain to taxpayers, accountants, attorneys, or other taxpayer representatives, the application of various tax laws, rules, regulations, and policies of the Pennsylvania tax code

Interested in learning more? Additional details regarding this position can be found in the position description (https://careers.employment.pa.gov/pd/PD\_NEOGOV.asp?p=50335220) .

Work Schedule and Additional Information:

+ Full-time employment

+ Work hours are 9:00 AM to 5:00 PM, Monday - Friday, with 30-minute lunch.

+ NOTE: Worksite address is dependent on operational need at 1825 Stanley Dr. Harrisburg, PA 17103 OR 393 Walnut St. Harrisburg, PA 17128

+ Telework: You may have the opportunity to work from home (telework) part-time up to three days a week after successful completion of required in-office training. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.

+ Salary: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $40,685.00 (before taxes).

+ You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS:

Minimum Experience and Training Requirements:

+ One year of experience maintaining fiscal or financial records;or

+ One year of customer service experience;or

+ An equivalent combination of experience and training.

Additional Requirement:

+ You must be able to perform essential job functions.

Legal Requirements:

+ This position will have access to Federal Tax Information (FTI) and is subject to the provisions of IRS Publication 1075 (Pub 1075) which requires you to pass an enhanced background check prior to beginning employment. Under Pub 1075, acceptance of a conditional offer of employment will require submission to and approval of satisfactory criminal history reports, including but not limited to: a fingerprint-based federal records check; a PA State Police clearance; a check of local law enforcement agencies where you have lived, worked, and/or attended school within the last five (5) years; and a citizenship/residency verification.

Commonwealth employees who wish to use their seniority rightsmustapply to the internal posting for their seniority rights to be considered.

How to Apply:

+ Resumes, cover letters, and similar documents willnotbe reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).

+ If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.

+ Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.

+ Failure to comply with the above application requirements may eliminate you from consideration for this position.

Veterans:

+ Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

+ 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

Learn more about our Total Rewards by watching this shortvideo (https://www.youtube.com/embed/HtcSRnndflc?rel=0) !

See the total value of your benefits package by exploring ourbenefits calculator.

Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Compensation & Financial Planning

We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.

Work/Life Balance

We know there’s more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*

Values and Culture

We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks

Sometimes, it is the little “extras” that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visitwww.employment.pa.gov and click on the benefits box.

*Eligibility rules apply.

01

How much full-time experience do you possess maintaining fiscal or financial records?

+ 1 year or more

+ 6 months but less than 1 year

+ Less than 6 months

+ None

02

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experiencemustalso be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

03

How much full-time customer service experience do you possess?

+ 1 year or more

+ 6 months but less than 1 year

+ Less than 6 months

+ None

04

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experiencemustalso be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

05

How much college coursework have you completed, in any field? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.

If your education was acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visitingwww.naces.org (”www.naces.org”target=_blank”) and clicking the Evaluation Services Link.

For additional information on foreign education credentials, please visithttps://www.employment.pa.gov/Additional%20Info/Pages/default.aspx#q3and click on Other Information.You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.

+ 30 credits or more

+ Less than 30 credits

+ None

Required Question

Employer

Commonwealth of Pennsylvania

Address

613 North Street

Harrisburg, Pennsylvania, 17120

Website

http://www.employment.pa.gov