Job Details

Position Summary:

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.

Job Responsibilities:

• 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 on online resources and current tax policies.
• Submitting requests for payment arrangements.
• Documenting actions taken in multiple systems.
• Participating in all team engagement activities.
• Meeting performance expectations.

• Strong ability to multitask.
• Basic use of Microsoft Word, Excel, and Google Workspace.
• Basic math skills are required.
• Communicate well both in writing and verbally.
• Great interpersonal skills.
• Retain knowledge easily.
• Creative in problem-solving.
• Candidates should be goal-oriented and organized, and should also have the ability to speak Spanish.
• 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, 7:45 am to 5:15 pm Arizona time, Monday through Friday.
• Selected candidates must abide by the required pre-employment checks, including state and federal criminal background checks, fingerprinting, andan Arizona tax filing records check for the previous 5 years.
• Attendance is critical as learning and applying knowledge is continuous for this role.
• Hardwired internet access with sufficient bandwidth to handle applications required for the job duties.

• High school diploma or equivalent.

• Associate's Degree or higher.

• The 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, and non-technical support.
• Short stint work history will likely not make it to the interview.
• Call center history should not be a switchboard operation/dispatch, transferring calls.

• Experience with participating in process improvement activities, and a history of working in the banking domain.

• The schedule will be discussed during the interview, and this is dependent on the current needs of the client/call center.
• Please make resources aware that this schedule may be different than what is listed on the posting.
• This position has the possibility of future permanent employment for agents who are able to successfully perform the duties of the position, demonstrate dependability, and cultural alignment.
• Training is an intensive 3 weeks from 8:30 am to 5:00 pm Arizona time.
• If using a 5G router, please bring this on day 1 so the IT department can prepare it to work with the issued equipment.
• Candidates must be able to transport equipment from the office to their home (micro desktop, 2 monitors, keyboard, mouse, headset) using their own transportation, not public transportation.
• Interviews will be remote.
• First day of work will be onsite for orientation, but will be 100% remote after this.
• Estimated to last 6 months, but can be extended past this date.