Customer Service Representative - Call Center

Knowledge Services • Indianapolis, IN

4d • Onsite

About The Position

The Call Center Customer Service Representative provides accurate, professional customer service to Indiana taxpayers. The representative uses analytical skills and established procedures to identify customer needs, communicate resolutions, and resolve issues and requests. Tax knowledge is helpful but not required. The role involves answering tax-related inquiries by phone in a fast-paced call center and using basic computer skills to access data and resources.

The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Training lasts approximately six weeks, and time off is not approved during that period. The tentative assignment runs from January 4, 2027, through mid- to late May 2027. Compensation is $19.00 per hour during training and $21.00 per hour after training. Eligible employees may receive a $3.00-per-hour training completion bonus for each hour worked during training and a $1.00-per-hour retention bonus for all hours worked post-training upon completing the assignment.

The position works in standard call center and office environments, handling back-to-back calls and following scheduled break and lunch hours. Knowledge Services provides an extensive training program and will consider reasonable accommodations for applicants with disabilities.

Requirements

• High school diploma, GED, or equivalent certification.
• Strong critical-thinking and problem-solving skills, including judgment in resolving moderately difficult issues.
• Accurate data-entry skills and ability to type at least 40 keystrokes per minute.
• Strong interpersonal skills and ability to build positive relationships with customers.
• Attention to detail and excellent organizational, interpersonal, verbal, and written communication skills.
• Ability to work comfortably in a fast-paced, deadline-oriented environment and handle multiple complex tasks simultaneously.
• Ability to work both independently and as a team member.
• Ability to remain stationary for extended periods.
• Ability to work the stated schedule and adhere to scheduled breaks and lunch hours; no time off is approved during the approximately six-week training period.

Nice To Haves

• Previous call center experience.
• Bilingual proficiency in Spanish and English, including speaking, reading, and writing.
• Tax knowledge.

Responsibilities

• Provide professional, accurate customer service to taxpayers by phone in a fast-paced call center environment.
• Learn Department of Revenue procedures, including tax filing and payment requirements.
• Apply training and available resources to analyze inquiries and resolve customer issues and requests.
• Respond to a variety of tax inquiries.
• Access data using basic computer skills and enter information accurately.
• Communicate professionally using correct grammar, spelling, and punctuation.
• Comply with ethical and confidentiality requirements and workplace policies and procedures.
• Work collaboratively with team members, customers, and agency partners while providing exceptional customer service.

Benefits

• Eligible employees may receive a $3.00-per-hour training completion bonus for every hour worked during training.
• Eligible employees may receive a $1.00-per-hour retention bonus for all hours worked post-training upon completion of the assignment.
• Extensive training program.
• Reasonable accommodations for individuals with disabilities.

What This Job Offers

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