Inbound Call Center

A Day in the Life:

• Enjoys learning about a variety of the 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, understand, and apply ethics and confidentiality laws.

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.

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 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 adhering to scheduled break and lunch hours.

Competencies

• Communicating Effectively, professionally, accurately
• Delivering High Quality Work
• Critical Thinking
• Managing Time

Skills

• High school diploma or GED. (Required)
• Strong customer service related experience, preferably in a professional environment. (Required, 1 Year)
• Experience adhering to ethical and confidentiality requirements. (Required, 1 Year)
• 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)