Customer Experience Associate 2 pay range
Commonwealth of Pennsylvania · class code 03878
- Class code
- 03878
- Pay scale group
- ST 06
- Pay unit
- Year
- Bargaining unit
- A1
- State
- Pennsylvania
- The Commonwealth of Pennsylvania published pay range for Customer Experience Associate 2 is $53,008 to $80,646 per year.
- Commonwealth of Pennsylvania Office of Administration keys this classification as class code 03878.
- This is the range the plan authorises, not the salary of any individual employee.
Class specification
The Commonwealth job specification for this class is published by Commonwealth of Pennsylvania Office of Administration. The passages below are quoted from it as published, not paraphrased, and cut to their opening sentences; the full specification is the authority on duties and qualifications. It was last revised 12/18/2025.
What the state says the job is
This is lead work providing taxpayer and customer support in the Department of Revenue’s Customer Experience Center. An employee in this job serves as a lead worker for technical taxpayer and customer support work. Work involves providing guidance and direction to Customer Experience Associates responsible for utilizing information systems to access and review various information. Work includes reviewing, interpreting, and explaining tax and program laws, rules, regulations, and procedures; consulting with technical and professional personnel in the department to resolve escalated taxpayer inquiries; and providing information, assistance, and services for intricate tax related issues to taxpayers or their representatives, tax practitioners, and the public.
Examples of the work
• Functions as a lead worker for CEAs engaged in providing customer service and technical assistance to taxpayers regarding their accounts, outstanding liabilities, and delinquencies. • Provides structured and on-the-job training for lower-level CEAs. • Monitors the quality of service provided to customers through direct observation and evaluation of customer service satisfaction. • Monitors phone conversations with customers for content and etiquette and recommends training initiatives that will enhance the overall response to customers.
Minimum qualifications
• Two years as a Customer Experience Associate 1 (Commonwealth title); or • An equivalent combination of experience and training.
Quoted from the Commonwealth job specification, read 2026-10-21.
Where this comes from
Commonwealth of Pennsylvania Office of Administration publishes this figure in Classification and Pay Plan (online, current annual salary ranges). Every number on this page is read from that document; nothing is estimated, modelled or averaged.
The Commonwealth also links this class code to its own job title and specification. That page is the official description of the classification; this page publishes its pay range.
The listed pay scale is available in the Commonwealth's current ST schedule.