Customer Service Representative - Call Center

Overview

The Call Center Customer Service Representative works to ensure the highest level of customer focus, with a strong commitment to the taxpayers of Indiana by providing accurate, professional, and accurate customer service. Tax knowledge is helpful but not required.

The Call Center Customer Service Representative must use analytical skills to determine the customer’s needs and apply the procedures to communicate the resolution and accurately resolve customer issues and requests.

Work Hours: Monday - Friday from 8:00 AM - 4:30 PM

Compensation (Training): $19.00/hr. Upon successful completion of training, eligible employees will receive a $3.00 per hour training completion bonus for every hour worked during training. 

Compensation (Post-Training): $21.00/hr. Upon completion of the assignment, eligible employees will receive another retention bonus of $1.00 per hour for all hours worked post-training.

Tentative Start Date: January 4, 2027

Tentative End Date: Mid-May to Late May 2027

Responsibilities

• Enjoys learning about a variety of the Department of Revenue Tax procedures including tax filing and payment requirements.
• Provides Best in Class Customer Service to Taxpaying customers by phone in a fast-paced call center environment.
• Applies knowledge acquired in training and utilizes resources to analyze and problem-solve.
• Responds to a variety of tax inquiries.
• Accesses data utilizing basic computer skills.
• Communicates professionally using correct grammar, spelling & punctuation.
• Complies with all ethical and confidentiality requirements

Personal Work Relationships:

This individual will be expected to exhibit professional behaviors with a team player mindset, adhere to the policies and procedures and provide exceptional customer service is provided to customers and/or agency partners.

Working Conditions:

This role performs work in a standard call center environment responding to back-to-back calls and adhere to scheduled break and lunch hours. This role performs work in a standard office environment.

Training:

There is a training period that will last approximately 6 weeks. No time off will be approved during the training period.

Qualifications

• High School Diploma, GED or equivalent certification required. 
• Previous call center experience preferred.
• Bilingual proficiency in Spanish and English, including speaking, reading, and writing, is preferred but not required.
• Strong critical thinking and problem-solving skills.
• Works on assignments that are moderately difficult, requiring judgement in resolving issues.
• Accurate data entry skills and the ability to type at least 40 keystrokes/minute.
• Strong interpersonal skills.
• Ability to build positive relationships among customers.
• Attention to detail; excellent organizational, interpersonal, verbal, and written communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Must be able to remain in a stationary position for an extended period of time.
• Work is constantly performed in an office environment. You will be provided an extensive training program to give you the skills to be successful in this role. 

If you are looking for a position that could be the start of your career, apply now for immediate consideration. 

Physical Requirements: 

• Job frequently requires sitting, handling objects with hands.
• Job occasionally requires standing, walking, reaching, talking, hearing, and lifting up to 25 pounds.
• Knowledge Services is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation for any part of the application or hiring process, please contact TalentHR@knowledgeservices.com.

Knowledge Services is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Knowledge Services does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. People with disabilities, veterans, and military families are encouraged to apply. 

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