Call Center Representative

Keystone Collections Group • Irwin, PA

26d • Hybrid

About The Position

As a Call Center Representative for our Support & Services department, you will serve as the primary point of contact for taxpayers and businesses. You will manage inbound call inquiries regarding accounts, tax collections, and general compliance. Additional responsibilities include responding to digital email inquiries, performing outbound follow-up calls, and maintaining knowledge through ongoing training.

Requirements

• High school diploma or equivalent (GED).
• Ability to think critically and locate answers quickly while maintaining a professional and empathetic tone.
• Proficient in basic computer functions, including navigating multiple tabs, using CRM software, and fast/accurate typing.
• Exceptional verbal and written communication skills, with the ability to explain complex information simply.
• Strong organizational skills with the ability to prioritize tasks in a fast-paced environment.
• A drive to meet and exceed both individual performance metrics and overall team targets.

Nice To Haves

• Previous experience in a call center or high-volume customer service environment.
• Bilingual proficiency (English/Spanish) is highly desirable.

Responsibilities

• Provide high-quality customer service via phone to taxpayers and business owners.
• Learn and strictly follow all department policies, security protocols, and local tax procedures.
• Manage "Contact Us" email inquiries and perform outbound calls for account verification or follow-up.
• Actively participate in refresher training and workshops to expand job knowledge and expertise.
• Accurately update account records and track call information in real-time within the internal database.
• Maintain an up-to-date understanding of internal process updates that impact on daily tasks.

What This Job Offers

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