Call Center Agent

Job Description

Job Description

• 100% Remote - Candidates MUST be located within 1 hour of Phoenix or Tucson.
• The schedule will be discussed during the interview, and this is dependent on the current needs of the client / call center.
• Interviews will be remote. The first day of work will be onsite for orientation but will be remote after this.

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.

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.

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

Documenting actions taken into multiple systems

Participating 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

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, basic math skills, history of working in banking.

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.

Candidates must live in the Greater Phoenix Metro area and be able to attend 1st day orientation in person.

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.

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.

Short stint work history will likely not make it to the interview.

Call center history should not be switchboard operation / dispatch, transferring calls.

Candidates must have the ability to transport equipment from office to home (micro desktop, 2 monitors, keyboard, mouse, headset) - not public transportation.