A Day in the Life:
Supervisory Responsibilities/Direct Reports:
This role does not provide direct supervision to direct reports.
Difficulty of Work:
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 the customer issues
Responsibility:
The Tax Revenue Call Center Customer Service Representative (Tax Analyst) works to ensure the highest level of customer focus, with a strong commitment to the taxpayers of Indiana by providing professional, and accurate customer service . Tax knowledge is helpful but not required.
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.
Physical Effort:
This role performs work in an environment where sitting for extended periods of time could be expected.
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.
Competencies:
Communicating Effectively, professionally, accurately
Delivering High Quality Work
Critical Thinking
Managing Time
| Skill | Required /Desired | Amount | of Experience |
|---|---|---|---|
| High school diploma or GED. | Required | 0 | |
| Strong customer service related experience, preferably in a professional environment. | Required | 1 | Years |
| Experience adhering to ethical and confidentiality requirements | Required | 1 | Years |
| Excellent verbal communication, patience and problem-solving abilities to help address taxpayer inquiries and diffuse difficult situations. | Required | 0 | |
| Strong analytical ability to analyze and research tax related inquiries. | Required | 0 | |
| Prior experience in a fast-paced call center environment. | Desired | 0 | |
| Knowledge of tax regulations. | Desired | 0 | |
| Associates or Bachelors Degree in accounting, finance, or related field. | Desired | 0 |
| No. | Question |
|---|---|
| Question1 | What is your candidate s email address? |
| Question2 | Where does your candidate currently reside (City & State)? |
| Question3 | If selected for engagement, your candidate s hourly Pay Rate $$.$$ must be $$.$$. The Provider Markup for this position is 29%. Do you agree to these requirements? |
| Question4 | Selected candidate will receive instructions (email links) to complete the Barada Criminal History background on-line form , instructions to schedule fingerprint check, which must be completed to be considered to be hired. The resource must complete all tasks promptly to avoid delays in starting work. Please confirm the resource understands this requirement. |
| Question5 | Once the Barada Criminal History and the Fingerprint checks have cleared and the tax check is processed the candidate will be moved forward to hire. If a tax liability balance exists, the candidate will be given 60 days after the hiring to resolve any issues (submit missing tax filings, set up payment plan or pay in full). If the tax issues are not resolved after 60 days of hiring, employment will be terminated. Please confirm the resource understands this requirement. |
| Question6 | Position is on-site, 7.5 hour day, 37.5 hour wk, Monday through Friday, from 8am to 4:30pm, 1 hour lunch. Does candidate accept this requirement? |
| Question7 | Should calls not end by 4:30pm resource will be required to stay late to assist in clearing the calls in queue. Does candidate accept this requirement? |
| Question8 | Candidate must be available to start 6/8/2026. Position is anticipated to last through 9/11/2026. Does candidate accept this requirement? |
| Question9 | Candidate will be required to attend one of the in-person on-site interview fairs to be held on 4/21, 4/23, 4/28 and 4/30. Does candidate accept this requirement? |
| Question10 | Qualified candidates should demonstrate clear, professional communication during phone interactions, with polished grammar and an easily understood delivery. Has your team conducted a phone screening with the candidate to ensure they meet this requirement? |
| Question11 | There is a 2-3 week training period for position. No time off will be approved during the training period. Does candidate accept this requirement? |
| Question12 | Repeated absences, tardiness, or failure to return promptly from breaks or lunch periods may result in termination of your engagement. Does candidate accept this requirement? |
| Question13 | What is the candidates phone #? |