Call Center Agent

Sysazzle•Phoenix, AZ

1d•Remote

About The Position

The Call Center Agent professionally and courteously handles inbound calls about individual and business tax compliance, delinquency, and general information requests. The role serves taxpayers by resolving Tier 1 issues, reviewing accounts, verifying and updating information, explaining online resources and current tax policies, and submitting payment arrangement requests. Success requires a positive attitude, a commitment to serving others, and sound judgment. The position begins with four weeks of onsite training, Monday through Friday from 8:30 AM to 5:00 PM. After training, the role transitions to 100% remote work, with designated shifts scheduled within call center hours of 7:00 AM to 6:00 PM. The schedule is mostly Monday through Friday and will depend on client and call center needs. Saturday shifts may be scheduled based on business needs, on either the second or fourth Saturday of the month; these are four-hour shifts, with a half-day on Thursday for agents scheduled on Saturday. Candidates must attend the first-day orientation in person. Agents must have hardwired internet with sufficient bandwidth for the required applications. If using a 5G router, candidates should bring it on the first day so IT can prepare it for use with issued equipment. Candidates must be able to transport the equipment from the office to their home: a micro desktop, two monitors, a keyboard, a mouse, and a headset. Public transportation cannot be used to transport the equipment. The role may offer future permanent employment to agents who perform successfully and demonstrate dependability and cultural alignment. Selected candidates must complete pre-employment checks, including state and federal criminal background checks, fingerprinting, and an Arizona tax filing records check covering the previous five years. Interviews are remote.

Requirements

Recent experience in a fast-paced call center, with each of the previous two positions including at least one consecutive year of such experience.
National call center experience in finance or banking, insurance, or telecommunications; technical support experience does not qualify.
Call center history must not consist of switchboard operations, dispatch, or call transfers.
Strong ability to multitask.
Basic ability to use Microsoft Word, Excel, and Google Workspace.
Basic math skills, including addition, subtraction, multiplication, and division.
Effective written and verbal communication skills.
Strong interpersonal skills.
Ability to retain knowledge easily.
Creative problem-solving ability.
Goal-oriented and organized.
High school diploma or equivalent.
Ability to attend the first-day orientation in person.
Hardwired internet access with sufficient bandwidth to handle the applications required for the job.
Ability to transport the issued equipment from the office to home without using public transportation.
Completion of required pre-employment checks, including state and federal criminal background checks, fingerprinting, and an Arizona tax filing records check for the previous five years.