Call Center Agent

S R International • Phoenix, AZ

7h • $20 • Remote

About The Position

Job 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 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. Local Only Candidates - Resumes must specify the current location of the candidate, all those who do not state current location will not be considered. - AS A REMINDER - Candidates must be local at time of submission, and available for in person interviews within 1 week of the posting close date. Candidates must also be able to start within 2 weeks of an offer being made. Interviews will be remote. First day of work will be onsite for orientation but will be remote after this. Estimated to last 6 months but can be extended past this date. Tentative start date will be dependent upon interviews conducted, onboarding completed, and the state agency issuing a PO. 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. Candidates MUST have 1 year of recent call center experience.

Requirements

• 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
• 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)
• 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.
• Hardwired internet access with sufficient bandwidth to handle applications required for the job duties.
• Candidates MUST have 1 year of recent call center experience.

Nice To Haves

• Spanish-speaking
• Experience with participating in process improvement activities
• basic math skills
• history of working in banking
• Associates Degree or higher

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 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED