Taxpayer Services Representative 1
- Written Test To Be Held
- February 11, 2023
You may be assigned to either Saturday or Sunday to take your test.
You cannot request or change your scheduled day.
- Applications Must Be Submitted or Postmarked By
- December 28, 2022
|Exam Number||Exam Title||Open to Employees of||Salary||Salary Grade||Non−Refundable Processing Fee (Waivers available)|
|00-489||Taxpayer Services Representative 1||Multiple Agencies||$43,648||SG-11||$10|
|00-490||Taxpayer Services Representative 1 (Spanish Language)||Multiple Agencies||$43,648||SG-11|
|Due to the size of the candidate population for this test date, you may be assigned to either Saturday, February 11; Sunday, February 12; Saturday, February 18; or Sunday, February 19 to take your test. Your admission notice will tell you where and when you are scheduled to appear. You cannot request or change your scheduled day.|
You must review important information on the New York State Department of Civil Service COVID-19 policy that applies to all candidates sitting for in-person Civil Service examinations being administered at a New York State test center. You can access our full policy on the Department of Civil Service website.
Due to current testing space limitations, candidates may need to travel to a test site to take this examination. Candidates will be notified of their test site location on their admission notice.
If you previously applied for this examination scheduled for March 28, 2020, which was postponed, you do NOT need to reapply. Your application will be reviewed to determine if you meet the qualifications to take the examination. Additional information will be sent to previous applicants via email.
This TRANSITION EXAMINATION is one of several concepts included in a Memorandum of Intent agreed to by New York State and CSEA and is designed to provide opportunities for employees within state service.
Interdepartmental transition examination open to all qualified employees of the New York State Department of Taxation and Finance and the New York State Division of Tax Appeals.
For Advancement in State Departments, Facilities, and Agencies
1. Within Promotion Units 2. Within Entire Departments 3. To Other Departments
THE LIST RESULTING FROM THIS EXAMINATION WILL BE USED FOR VACANCIES IN THE ALBANY AND ROTTERDAM AREA(S) ONLY.
An open-competitive examination is being held at the same time as this transition examination. Agencies have the option of making appointments from either list. If you meet the requirements for the open-competitive as well as the transition examination, you may wish to apply for both. The appropriate processing fee must be filed for each examination.
On or before February 11, 2023, you must be a qualified employee of the New York State Department of Taxation and Finance or the New York State Division of Tax Appeals and have had three months of permanent service in a competitive, non-competitive, 55-b/55-c, or labor class position allocated to Grade 4 or higher.
*If you were permanently appointed to a qualifying title on or before November 11, 2022, and have served continuously in this title since that date, you are eligible to file for this examination.
Qualifying Experience for Appointment from the Eligible List: After one year of the service described in the Minimum Qualifications, successful candidates will be qualified for appointment from the eligible list.
One processing fee must accompany your application for either one or both of these examinations.
As a Taxpayer Services Representative 1 or a Taxpayer Services Representative 1 (Spanish Language), under the supervision of a Taxpayer Services Representative 2 or Taxpayer Services Representative 2 (Spanish Language), you would work in an environment using the latest technology and automated operations to provide information and assistance to the taxpaying public. You would answer taxpayers' or tax practitioners' questions by telephone, by letter, or in person concerning the provisions and requirements of the Tax Law administered by the Department; assist taxpayers in their preparation of Corporation, Income, Miscellaneous, or Sales Tax returns; and assist taxpayers in their computation of taxes, penalties, and interest due to the State. You would assist the public in the completion of all applications for licenses and registration forms and prepare written responses to requests for information. You would research Tax Department computer data files using a variety of software applications and provide explanations for account and refund adjustments, verify payments, and update taxpayer account information. You would explain the collection process; access computer systems in order to provide detailed explanations of assessment(s), account adjustments, payments and refunds; negotiate payment agreements. You might issue taxpayer registrations, handle changes in registrations, and respond to taxpayers' inquiries regarding assessments, including explaining the reasons for assessments, and follow-up to resolve taxpayers' problems. You would research Tax Laws and Regulations in the more commonly used reference materials such as tax law publications, attend periodic training sessions to upgrade technical skills, and assist in training seasonal Tax Information Aides. As a Taxpayer Services Representative 1, you would be expected to act in a calm, courteous, and reasonable manner even under very difficult, highly stressful, and at times, confrontational circumstances. When assigned to a call center, you would wear a headset and would answer telephone calls which are automatically and continuously distributed by a complex telephonic system. This system does not allow for breaks between calls; when one caller disconnects, another call is automatically routed to the Taxpayer Services Representative 1. You would be expected to effectively use the telephone system and associated computer software. All calls are subject to monitoring for quality assurance.
- In accordance with Section 52.11 of the Civil Service Law, individuals serving permanently in the non-competitive or labor class in a qualifying title (including those serving under Section 55-b/55-c) who otherwise meet the requirements for taking this examination are eligible to compete in this transition examination.
- Language Proficiency: If you pass the examination for No. 00-490 Taxpayer Services Representative 1 (Spanish Language), you will be required to demonstrate your Spanish language proficiency at a level that will ensure your ability to perform properly the duties of the position. Only enough candidates to fill current vacancies will be called to the proficiency test.
- If you submit an application for No. 00-490 Taxpayer Services Representative 1 (Spanish Language), an application will automatically be submitted for you for No. 00-489 Taxpayer Services Representative 1 at no additional cost.
Subject of Examination
To be considered for appointment to this title, you must pass the written test. The written test evaluates your knowledge, skills, and/or abilities in the following areas:
- Customer Service - These questions test for knowledge of techniques used to interact with other people, to gather and present information, and to provide assistance, advice, and effective customer service in a courteous and professional manner. Questions will cover such topics as understanding and responding to people with diverse needs, perspectives, personalities, and levels of familiarity with agency operations, as well as acting in a way that both serves the public and reflects well on your agency.
- Evaluating conclusions in light of known facts - These questions will consist of a set of facts and a conclusion. You must decide if the conclusion is proved by the facts, disproved by the facts or if the facts are not sufficient to prove or disprove the conclusion. The questions will not be specific to a particular field.
- Preparing written material - These questions test for the ability to present information clearly and accurately, and to organize paragraphs logically and comprehensibly. For some questions, you will be given information in two or three sentences followed by four restatements of the information. You must then choose the best version. For other questions, you will be given paragraphs with their sentences out of order. You must then choose, from four suggestions, the best order for the sentences.
- Understanding and interpreting tabular material - These questions test your ability to understand, analyze, and use the internal logic of data presented in tabular form. You may be asked to perform tasks such as completing tables, drawing conclusions from them, analyzing data trends or interrelationships, and revising or combining data sets. The concepts of rate, ratio, and proportion are tested. Mathematical operations are simple, and computational speed is not a major factor in the test. You should bring with you a hand -held battery- or solar powered calculator for use on this test. You will not be permitted to use the calculator function of your cell phone.
- Understanding and interpreting written material - These questions test for the ability to understand and interpret written material. You will be presented with brief reading passages and will be asked questions about the passages. You should base your answers to the questions only on what is presented in the passages and not on what you may happen to know about the topic.
If you pass, your seniority credit(s), if any, will be included in the computation of your final score. Rank on the eligible list will be determined after adding any wartime Veterans' credits to your final passing score.
Credit for Seniority
Seniority is credited at the rate of one credit for each five-year period (or fraction thereof), excluding the first year of service.
Important: The Department of Civil Service and other state agencies may communicate with you through email correspondence. This may include the notification of your examination results and canvassing you for interest in appointment. It will be important for you to keep your email address, phone number and mailing address current by logging into https://www.cs.ny.gov/home/myaccount.
How To Apply
This announcement is for viewing purposes only.
New York State is an Equal Opportunity Employer
It is the policy of the State of New York to provide for and promote equal opportunity employment, compensation, and other terms and conditions of employment without unlawful discrimination on the basis of age, race, color, religion, disability, national origin, gender, sexual orientation, veteran or military service member status, marital status, domestic violence victim status, genetic predisposition or carrier status, arrest and/or criminal conviction record, or any other category protected by law, unless based upon a bona fide occupational qualification or other exception.
Most written tests are held on Saturdays. If you cannot take the test on the announced test date, due to a conflict with a religious observance or practice, check the box under “Religious Accommodation.” We will make arrangements for you to take the test on a different date (usually the following day).
Reasonable Accommodations in Testing
It is the policy of the Department of Civil Service, in accordance with the New York State Human Rights Law and the Americans with Disabilities Act, to provide qualified persons with disabilities equal employment opportunity and equal opportunity to participate in and receive the benefits, services, programs, and activities of the Department. It is the policy of the Department to provide such persons reasonable accommodations and reasonable modifications as are necessary to provide equal opportunity. Persons with disabilities who require an accommodation to participate in an examination must note this on their application. Further information is available from the Test Administration Unit of the Department of Civil Service. In the Albany area, call 518-457-2487. Outside of the Albany area, call toll free at 1-877-697-5627. For TDD services, call NY Relay at 711 (requires a fee) or 1-800-662-1220.
Admission to Examination
Notice to appear for the test may be conditional as review of applications may not be made until after the test. If you have not received your notice to appear for the written test three days before the date of the test, email us at AdmissionNotices@cs.ny.gov. Please provide your first and last name, address, and the last four digits of your social security number, and we will provide you with the information you need to attend your written test. If you have an issue other than not receiving your admission notice, please contact our office at (518) 474-6470 in the Albany area or toll free at 1-877-697-5627. Please leave a clear concise message and provide your first and last name, last four digits of your social security number and a daytime phone number.
Taking State and Local Examinations Scheduled for the Same Day
If you have applied to take a written test announced by either one or several local jurisdictions (county, town, city) scheduled to be held on the same test date as this written test, you must notify each of the local jurisdictions no later than two weeks before the test date to make arrangements for taking all tests at one test site. All tests will be held at the state examination center. For your convenience, contact information for all local civil service agencies is available on our website at: https://www.cs.ny.gov/jobseeker/local.cfm.
Eligibility for Examination
To be considered a qualified employee eligible to compete in this examination, you must be employed in, or on leave from, the specified department or agency on a permanent or contingent permanent basis in the competitive class, or in the non-competitive class or labor class if specifically noted on this announcement (or be on an appropriate preferred list), and have the specified time in the specified title or salary grade. You may not compete in a test for a title if you are permanently employed in that title (unless you are still on probation) or in a higher direct line of promotion.
Cell Phones or Electronic/Communication Devices at the Test Site
The use of cell phones, beepers, headphones, or any electronic or other communication devices at your personal testing site or in the test room, hallways, restrooms, building, grounds, or other areas, except as expressly authorized by the Department of Civil Service, could result in your disqualification.
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