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John Koskinen
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    Former Employee - IRS Contact Representative in Philadelphia, PA
    Former Employee - IRS Contact Representative in Philadelphia, PA

    I worked at IRS as a contractor (more than an year)


    Benefits. Other Federal jobs available to you that are not available to the public.


    Contact Rep - Phila.- Training was very poor. Did not teach you how to use the computer tools you need to use when performing the job. No hands on training. Phone training consisted of listening to 1 call made by an on the job instructor, than thrown on the phones. No mentoring. Management started this way so they are reluctant to make sure new employees are full trained. You are thrown to the fire. Given errors on 2 cases I handled. Errors were made by me because I followed the instructions the Manager gave me to resolve the case. Their instructions were wrong. What does this tell you???? Atmosphere very unprofessional.
    Constant foul language by employees, and management. I have over 20 years of financial / accounting experience. Computer system they use IDRS is from the 1960's. No one wants to take initiatve to upgrade. Definetly a pass the buck Agency. Good at patting their selves on the back, but if Obama did an undercover investigation of this place, he would certainly see the tax dollars wasted.

    Advice to ManagementAdvice

    Stop doing things the same way. You know how bad training is. Have CSR's currently in the job over 3 years sit with new employees for at least 2 months doing paper, and phone calls. This would eliminate many errors. Stop doing so much paperwork, tracking errors, time on phone, sign on sign off codes, really, tracking timesheet preparation, really?? Also, Managers need to be professionally trained. If you are reviewing an employee do it in private in a conference room. Not in a semi-office that does not have a roof, everyone can hear the conversation. If a manager wants to listen to your phone calls, come to the employees cubicle, don't hide in the cubicle in the next aisle to listen. Even Managers do not know how to fully use the system. This place is very backwards. My advice would be to hire an outside professional training team. Computers in training class were not available from the start. You really don't need a trainer if they are only going to read from the training books, and not do anything hands on. People in other classes were exposed to more on hands training and were shown how to use the tools. My class was not. My class was very disruptive with employees on phones, laughing, have full blown coversations, and falling asleep. So bad they changed our seats like we were in grade school.

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