Call Center Agent (Remote)

Position Description:

Responsible for professionally and courteously serving customers by handling all inbound telephone calls pertaining to Individual and Business related tax compliance, delinquency and general information requests. To succeed in this position candidates should have a bias for doing the right thing and serving others with a positive attitude.

• Must have the ability to work a flexible schedule as dictated by business needs within our operating hours 7:45am to 5:15pm, Monday through Friday.
• Training is an intensive 3 weeks from 8:30am to 5pm.

Key Responsibilities:

• Professionally handle high-volume inbound phone calls regarding tax compliance and general inquiries
• Resolve Tier 1 level customer service issues
• Review taxpayer accounts and update records in real time
• Educate customers on online resources and current tax policies
• Submit requests for payment arrangements as needed
• Accurately document customer interactions across multiple systems
• Collaborate with team members and participate in engagement activities
• Meet or exceed performance metrics and service expectations

Required Skills & Qualifications:

• High school diploma or equivalent
• At least two prior customer service roles, each lasting a minimum of one consecutive year, ideally in finance, insurance, or telecommunications call centers
• Proficient multitasking abilities and attention to detail
• Basic computer skills including Microsoft Word, Excel, and Google Workspace
• Solid math skills (addition, subtraction, multiplication, division)
• Strong verbal and written communication skills
• Excellent interpersonal skills and a customer-first mindset
• Problem-solving ability and an eagerness to learn and adapt

Preferred Qualifications:

• Associate's degree or higher
• Spanish-speaking (bilingual candidates encouraged to apply)
• Experience with process improvement initiatives
• Background in finance, banking, or account management