Customer Experience Associate Trainee (Philadelphia)

The Pennsylvania Department of Revenue offers an exciting path for a future-focused Customer Experience Associate Trainee who is ready to learn and make a difference. You will immerse yourself in training that prepares you to answer questions, solve problems, and support taxpayers with care. Each day brings new chances to sharpen your abilities and grow as a trusted resource. This role sets the stage for lasting professional success in service to Pennsylvania residents.

This role focuses on developing your skills so you can assist taxpayers by explaining state tax laws, procedures, and forms. You will learn how to respond to inquiries, review account issues, and guide individuals through the proper steps for resolving tax questions. As a Customer Experience Associate Trainee, you will perform the following duties: Technical Guidance: Provide clear explanations of tax laws, rules, and procedures to taxpayers and their representatives Inquiry Support: Respond to questions about filing requirements, taxability issues, account status, and form completion Account Review: Examine alleged discrepancies and determine the proper steps to resolve issues Customer Assistance: Use training to deliver accurate verbal and written responses related to tax programs Problem Identification: Document recurring issues and communicate them through the proper chain of command Form Completion Help: Advise customers on correctly completing individual and business tax forms Work Schedule and Additional Information: Full-time employment Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch. 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 Philadelphia. The ability to telework is subject to change at any time. Additional details may be provided during the interview. Salary: In some cases, the starting salary may be non-negotiable. You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

This role focuses on developing your skills so you can assist taxpayers by explaining state tax laws, procedures, and forms. You will learn how to respond to inquiries, review account issues, and guide individuals through the proper steps for resolving tax questions. As a Customer Experience Associate Trainee, you will perform the following duties:

Technical Guidance: Provide clear explanations of tax laws, rules, and procedures to taxpayers and their representatives

Inquiry Support: Respond to questions about filing requirements, taxability issues, account status, and form completion

Account Review: Examine alleged discrepancies and determine the proper steps to resolve issues

Customer Assistance: Use training to deliver accurate verbal and written responses related to tax programs

Problem Identification: Document recurring issues and communicate them through the proper chain of command

Form Completion Help: Advise customers on correctly completing individual and business tax forms

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. This position is subject to the provisions of a collective bargaining agreement or memorandum of understanding. How to Apply: 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). 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. 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 Seekers for additional information. 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.

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1 year or more

6 months but less than 1 year

Less than 6 months

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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 visiting www.naces.org and clicking the Evaluation Services Link.

30 credits or more

Less than 30 credits

Required Question