Job Description

Position Summary

The Call Center Agent will support taxpayers by handling inbound calls related to tax compliance, account inquiries, and payment arrangements. This role requires strong customer service skills and the ability to multitask in a fast-paced call center environment while maintaining accurate documentation.

Key Responsibilities

• Professionally handle high-volume inbound calls from taxpayers.
• Resolve Tier 1 customer issues regarding tax compliance and payments.
• Review taxpayer accounts and update information in multiple systems.
• Educate customers on online services and current tax policies .
• Submit and track payment arrangement requests .
• Document actions and maintain accurate records in the system.
• Participate in team meetings and performance improvement initiatives .

Required Qualifications

• High School Diploma or equivalent .
• Minimum 1 year of consecutive experience in a fast-paced call center environment.
• Previous experience with national call centers (finance, banking, insurance, or telecom preferred).
• Strong communication (verbal & written) and interpersonal skills.
• Ability to multitask, problem-solve, and retain new information quickly.
• Proficiency with Microsoft Word, Excel, and Google Workspace .
• Reliable hardwired internet connection and ability to transport computer equipment (2 monitors, micro desktop, keyboard, headset, etc.).

Preferred Qualifications

• Bilingual (Spanish-speaking) is a plus.
• Associate’s degree or higher.
• Prior experience in process improvement or customer service excellence .
• Experience with process improvement or banking environments

Additional Information

• Candidates must pass background, fingerprint, and Arizona tax filing checks (last 5 years) .
• Must attend in-person orientation on the first day.

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