Call Center Agent

This is a remote position.

Responsible for professionally and courteously serving customers by handling all inbound telephone call s 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.
  
  

  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.
  
  

100% Remote - Candidates MUST be located within 1 hour of Phoenix or Tucson.