Call Center Representative

About the Role

This role is for our client in the our client sector, specifically within the our client. The successful candidate will work in a fast-paced call-center environment, providing best-in-class customer service to taxpayers and taxpayer representatives. The ideal candidate will have excellent communication, patience, and problem-solving abilities to help address taxpayer inquiries. They will also have prior experience in a fast-paced call center environment and adhere to ethical and confidentiality requirements.

Key Responsibilities

• Provide technical and procedural assistance to taxpayers, taxpayer representatives, and other divisions within the agency.
• Review accounts and properly apply payments to taxpayer accounts as needed.
• Conduct extensive research to resolve complex issues related to payments and/or returns for taxpayers.
• Review and close files paid in full, dismissed, or discharged.
• Create billings/liabilities in DOR’s software and database applications according to court orders.
• Assist with evidence collection process in Investigations cases, including preparation of documents to establish continuity of custody for items of evidence.
• Complete disclosure requests for confidential taxpayer information by performing a thorough review of the request and analyzing the Department’s records.

Required Skills & Experience

• High school diploma or equivalent.
• Prior experience in a fast-paced call center environment (2 years).
• Customer service related experience (2 years).
• Experience adhering to ethical and confidentiality requirements (1 year).

Tools & Technologies

• Basic computer skills.
• DOR’s software and database applications.

Work Schedule & Duration

• Contract length: 2 months and 24 days.
• Work arrangement: Onsite.

Interview Process

The process typically includes an initial screening followed by a technical/panel interview via Teams.

Position Details

• Employment Type: Contract
• Duration: Approximately 12 months (with potential for extension)
• Work Authorization: Must be authorized to work in the United States