Job Details
Job Description
Role: Call Center Agent-1299
Estimated Duration: 6+ months
Location: Phoenix, AZ (hybrid)
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 and inquiries. To succeed in this position candidates should have a bias for doing the right thing and serving others with a positive attitude. This position includes the following: -Answering incoming phone calls in a fast-paced environment. -Resolving Tier 1 level issues -Reviewing taxpayer accounts -Verifying, gathering and simultaneously updating key information -Educating taxpayers of online resources and current tax policies -Submitting requests for payment arrangements -Participation in all team engagement activities. -Meeting performance expectations
Skills Required
Strong ability to multitask Basic use of Microsoft Word, Excel and Google Workspace Basic math skills are required - addition, subtraction, multiplication and division. Communicate well both in writing and verbally. Great interpersonal skills. Retain knowledge easily. Creative in problem solving Goal oriented Organized.
Skills Preferred
Spanish-speaking preferred.
Experience Required
Previous two positions should each be at least one consecutive year in a fast paced call center. National call centers in industries such as finance/banking, insurance, telecommunications (not technical support)
Experience Preferred
Experience with participating in process improvement activities
Education Required
High school diploma or equivalent.
Education Preferred
Associates Degree or higher
Additional Information
This position has the possibility of future permanent employment for agents that are able to successfully perform the duties of the position, demonstrate dependability and culture alignment. Selected candidates must abide by the required pre-employment checks, including state and federal criminal background check, fingerprinting, and Arizona tax filing records check for the previous 5 years. Must be able 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. Attendance is critical as learning and applying knowledge is continuous for this role. Fully remote position Hardwired internet access with sufficient bandwidth to handle applications required for the job duties. If using a 5G router, please bring this on day 1 so the IT department can prepare it to work with issued equipment.