Customer Service Representative - Call Center

Knowledge Services • Indianapolis, IN

3d • Onsite

About The Position

The Call Center Customer Service Representative provides accurate, professional service to Indiana taxpayers, assessing customer needs and applying established procedures to resolve questions and requests. Tax knowledge is helpful but not required. The role involves responding to a variety of tax inquiries by phone, using training and available resources to analyze and resolve issues, and accessing data with basic computer skills. Representatives are expected to communicate professionally, maintain confidentiality, and follow ethical requirements.

This position works in a fast-paced, standard call center and office environment, handling back-to-back calls while adhering to scheduled breaks and lunch hours. An approximately six-week training period is provided, during which time off will not be approved. The scheduled hours are Monday through Friday, 8:00 AM to 4:30 PM. The assignment is tentatively scheduled to begin January 4, 2027, and end from mid-May to late May 2027.

Training compensation is $19.00 per hour. Eligible employees who successfully complete training receive a $3.00-per-hour training completion bonus for each hour worked during training. Post-training compensation is $21.00 per hour. Eligible employees receive an additional retention bonus of $1.00 per hour for all post-training hours worked upon completion of the assignment.

Requirements

• High school diploma, GED, or equivalent certification.
• Strong critical-thinking and problem-solving skills.
• Ability to use judgment to resolve 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 perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to successfully handle multiple complex tasks simultaneously.
• Ability to work independently and as a team member.
• Ability to remain in a stationary position for an extended period.
• Ability to sit frequently and handle objects with the hands.
• Ability to occasionally stand, walk, reach, talk, hear, and lift up to 25 pounds.

Nice To Haves

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

Responsibilities

• Learn Department of Revenue tax procedures, including tax filing and payment requirements.
• Provide high-quality customer service to taxpayers by phone in a fast-paced call center environment.
• Apply knowledge acquired during training and use available resources to analyze and solve problems.
• Respond to a variety of tax inquiries.
• Access data using basic computer skills.
• Communicate professionally using correct grammar, spelling, and punctuation.
• Comply with ethical and confidentiality requirements.
• Maintain professional behavior and a team-oriented mindset while following policies and procedures.

Benefits

• Eligible employees who successfully complete training receive a $3.00-per-hour training completion bonus for every hour worked during training.
• Eligible employees receive a $1.00-per-hour retention bonus for all hours worked post-training upon completion of the assignment.
• Reasonable accommodations are available to individuals with disabilities during the application and hiring process.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED