Customer Resolution Associate (Multiple Positions Available)

Virginia Information Technologies Agency•Richmond, VA

8d•Hybrid

About The Position

Virginia Tax’s Office of Customer and Taxpayer Services is seeking Customer Resolution Associates who are customer-focused individuals to provide assistance to taxpayers, businesses and their representatives over the telephone. The Contact Center is a fast-paced, dynamic work environment which requires quick learning and thinking, strong interpersonal skills, and professionalism in dealing with the public. As a Customer Resolution Associate, you may have the opportunity to support other offices with operational needs. Responsibilities may include, but are not limited to, handling correspondence associated tasks and resolving taxpayer-related errors. The Contact Center is the first point of contact for the majority of the agency’s customer service functions and serves a vital role in fostering positive customer interactions and ensuring timely responses to inquiries. These are full-time positions, with 8-hour shifts, Monday-Friday, 8:30am – 5:15pm ET. This is an office position that is eligible for 2 days of teleworking from home. The positions are based in Richmond, Virginia and the initial training takes on average 2-3 weeks. The anticipated start date for the positions will be in August 2026. The anticipated hiring salary is up to $44,192, commensurate with experience. These positions are eligible for a hybrid telework schedule once fully trained. To be eligible to telework from home, a hard-wired high-speed Internet connection is REQUIRED with a download speed of 10 MB or higher, an upload speed of 10 MB or higher, and a maximum latency of 75 MS. Your modem/router must have ethernet ports for a physical phone connection.

Requirements

Call center experience
Strong computer skills to include the use and navigation of multiple systems
Customer service skills
Strong communication skills and demonstrated ability to effectively communicate with a diverse population, including expectational listening, call control, and de-escalation techniques.
Experience analyzing and researching critical information and relaying that information to customers in an understandable manner
A hard-wired high-speed Internet connection is REQUIRED with a download speed of 10 MB or higher, an upload speed of 10 MB or higher, and a maximum latency of 75 MS.
Modem/router must have ethernet ports for a physical phone connection.

Nice To Haves

Experience working in accounting, banking and tax preparation

Responsibilities

Provide assistance to taxpayers, businesses and their representatives over the telephone.
Handle correspondence associated tasks.
Resolve taxpayer-related errors.
Support other offices with operational needs.