Responsible for professionally and courteously serving customers by handling all inbound telephone calls pertaining to Individual and Business-related tax compliance, delinquency and general information requests and inquiries.
This position includes dealing with a high volume of incoming phone calls, reviewing taxpayer status and history, verifying, gathering and simultaneously updating key information details, educating taxpayers on current tax policies, submitting requests for payment arrangements,
Resolving Tier 1 level issues, determining next steps to resolution and documenting actions taken into multiple business systems.
Responsibilities also include assisting taxpayers to navigate Taxes website and any current self-servicing options.
Expected to prepare and submit electronic support requests according to department standard procedures.
When necessary, the Tier 1 agent will escalate to a Tier 2 Subject Matter Expert.
Skills Required:
Strong ability to multi-task; basic use of Microsoft Word, Excel and Google applications; communicate well both in writing and verbally; great interpersonal skills; retain knowledge easily; creative in problem solving; goal oriented; organized; bias for serving others.
Experience Required:
One or more years (minimum of 1 continuous year) working in a high-volume call center environment