Customer Experience Associate Trainee (Temporary Tax Season)

Salary $21.22 Hourly Location Dauphin County, PA Job Type Non-Civil Service Seasonal Full-Time Job Number N-2026-61292 Department Department of Revenue Division RV Cstmr Exp Ctr Dir Stf Opening Date 10/23/2026 Closing Date 11/22/2026 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 00181600 Bureau / Division Customer Experience Center Customer Service Division Worksite Address 1825 Stanley Drive City Harrisburg, Pennsylvania Zip Code 17103 Contact Name Ashley Conrad Contact Email [email protected] THE POSITION The Customer Service Division is seeking motivated Customer Experience Associate Trainees to join the Customer Experience Center. This role offers hands-on training that prepares you to assist customers with clear and confident guidance. You will have the opportunity to build important skills that support state tax programs and help residents receive timely assistance. Join a team that values strong service and steady development. DESCRIPTION OF WORK This position supports customers by learning how to explain tax laws, answer inquiries, and review account information. You will have the opportunity to participate in a structured 6-month training that builds the skills needed to offer clear guidance and effective service. As a Customer Experience Associate Trainee, you will perform the following duties: 1. Customer Assistance: Learn to respond to taxpayer inquiries and explain laws, regulations, filing steps, and account information 2. Account Review: Review customer account details to identify issues and determine appropriate solutions or next steps 3. Technical Learning: Develop skills in using office equipment, computer applications, and tax program systems 4. Documentation Skills: Record customer interactions and summarize actions taken to support accurate account histories 5. Guidance Support: Learn to advise customers on completing tax forms and understanding available self service options Interested in learning more? Additional details regarding this position can be found in the position description. Work Schedule and Additional Information: 1. Seasonal, full-time employment, approximately February 2027 through June 2027 2. Work hours are 9:00 AM to 5:00 PM, Monday - Friday, with a 30-minute lunch. 3. Telework: You will not have the option to telework in this position. 4. Salary:In some cases, the starting salary may be non-negotiable. 5. 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: 1. One year of experience maintaining fiscal or financial records; or 2. One year of customer service experience; or 3. An equivalent combination of experience and training. Additional Requirements: 1. You must be able to perform essential job functions. Legal Requirements: 1. 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. How to Apply: 1. Resumes, cover letters, and similar documents will * not be 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). 2. 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. 3. Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted. 4. Failure to comply with the above application requirements may eliminate you from consideration for this position. 5. All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job ... For full info follow application link. 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.