Help Desk Analyst

Job ID: IN-0430)

Hybrid/Local Tax Help Desk Analyst with tax regulations, Inbound Call Center experience

Location: Indianapolis, IN (DOR)
Duration: 12 Months

Skills:
High school diploma or GED.   Required          
Strong customer service related experience, preferably in a professional environment.     Required    1     Years
Experience adhering to ethical and confidentiality requirements   Required    1     Years
Excellent verbal communication, patience and problem-solving abilities to help address taxpayer inquiries and diffuse difficult situations.     Required          
Strong analytical ability to analyze and research tax related inquiries.      Required          
Prior experience in a fast-paced call center environment.   Desired           
Knowledge of tax regulations. Desired           
Associates or Bachelors Degree in accounting, finance, or related field.      Desired           

A Day in the Life:
Enjoys learning about a variety of the Department of Revenue Tax procedures including tax filing and payment requirements.
Provides Best in Class Customer Service to taxpaying customers by phone in a fast-paced call center environment.
Applies knowledge acquired in training and utilizes resources to analyze and solve problems.
Responds to a variety of tax types inquiries.
Access data utilizing basic computer skills.
Communicates professionally using correct grammar, spelling & punctuation.
Complies with all ethical and confidentiality requirements.

What You’ll Need for Success:
High School Diploma/GED
High-energy – Optimism – Teamwork –Collaboration
Someone who provides open, honest, and positive communication.
A continuous learning and improvement – let’s get better every day … together approach.
A team member who speaks up if you don’t understand or need more information.
Proven ability to provide customer service by telephone in a high-volume call center.
Proven ability to communicate both orally and in writing using correct grammar, spelling, and punctuation.
Ability to analyze, research and problem-solve using various resources.
Ability to learn to learn, understand, and apply ethics and confidentiality laws.
Supervisory Responsibilities/Direct Reports:

This role does not provide direct supervision to direct reports.
Difficulty of Work:
The Call Center customer service representative must use analytical skills to determine the customer’s needs and apply the procedures to communicate the resolution and accurately resolve the customer issues

Responsibility:
The Tax Revenue Call Center Customer Service Representative (Tax Analyst) works to ensure the highest level of customer focus, with a strong commitment to the taxpayers of Indiana by providing professional, and accurate customer service . Tax knowledge is helpful but not required.

Personal Work Relationships:
This individual will be expected to exhibit professional behaviors with a team player mindset, adhere to the policies and procedures and provide exceptional customer service is provided to customers and/or agency partners.

Physical Effort:
This role performs work in an environment where sitting for extended periods of time could be expected.

Working Conditions:
This role performs work in a standard call center environment responding to back-to-back calls and adhere to scheduled break and lunch hours.

Competencies:
·Communicating Effectively, professionally, accurately
·Delivering High Quality Work
·Critical Thinking
·Managing Time