Call Center Agent

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 updating key information simultaneously. - Educating taxpayers about 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. Skills Required: - Strong ability to multitask. - Basic use of Microsoft Word, Excel, and Google Workspace. - Basic math skills, including addition, subtraction, multiplication, and division. - Ability to communicate well both in writing and verbally. - Great interpersonal skills. - Ability to retain knowledge easily. - Creative in problem-solving. - Goal-oriented. - Organized. Skills Preferred: - Spanish-speaking. Education Required: - High school diploma or equivalent. Education Preferred: - Associate's degree or higher. Experience Required: - The previous two positions should each include at least one consecutive year in a fast-paced call center, and this experience must be recent. - National call center experience in industries such as finance/banking, insurance, or telecommunications, excluding technical support. - Call center history should not include switchboard operations/dispatch or call transfers. Experience Preferred: - Experience with participating in process improvement activities and a history of working in banking. Additional Information: - The work schedule is mostly Monday - Friday. - Intensive training from 8:30 AM - 5:00 PM during the 4-week training period; After training, designated shifts are within the 7 AM - 6 PM call center hours. - Training will be onsite. - The position will transition to being 100% remote after the initial four-week training. - Saturday shifts will be worked based on business needs and would occur on either the 2nd or 4th Saturday of the month. This is a 4-hour shift, and an agent scheduled to work on Saturday will have a half-day on Thursday. - The schedule will be discussed during the interview and will depend on the client's/call center's current needs. - Interviews will be remote. - This position may offer future permanent employment to agents who successfully perform the duties of the position and demonstrate dependability and cultural alignment. - Selected candidates must complete the required pre-employment checks, including state and federal criminal background checks, fingerprinting, and an Arizona tax filing records check for the previous 5 years. - Candidates must be able to attend the first-day orientation in person. - Attendance is critical because learning and applying knowledge is continuous for this role. - Hardwired internet access with sufficient bandwidth to handle the applications required for the job duties is required. - If using a 5G router, please bring it 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, including a micro desktop, 2 monitors, a keyboard, a mouse, and a headset. - Public transportation cannot be used to transport the equipment. - We provide health benefits and a 401K plan