Call Center Job Description.
Responsibilities include:
Enjoys Learning about a variety of Department of Revenue tax procedures, including tax filing and payment requirements.
Provide best-in-class customer service by phone and in written correspondence in a fast-paced call-center environment.
Apply knowledge acquired in training and utilizes resources to analyze and problem-solve.
Respond to a variety of tax inquiries.
Access data utilizing basic computer skills.
Communicate professionally using correct grammar, spelling and punctuation both verbally and in written formats.
Comply with all ethical and confidentiality requirements.
Tax analyst Job Description:
Responsibilities include:
The essential functions of this role are:
Provide technical and procedural assistance to taxpayers, taxpayer representatives, other divisions within the agency, other state agencies.
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, including research in DOR s software and database applications for unpaid/unfiled tax liabilities.
Review and close files paid in full, dismissed, or discharged.
Create billings/liabilities in DOR s software and database applications according to court orders. abates penalties and interest accordingly.
Assist with evidence collection process in Investigations cases, including preparation of documents to establish continuity of custody for items of evidence to ensure that judicial requirements are met.
Complete disclosure requests for confidential taxpayer information by performing a thorough review of the request and analyzing the Department s records.
The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.
| Skill | Required /Desired | Amount | of Experience |
|---|---|---|---|
| High school diploma or equivalent. | Required | 0 | |
| Prior experience in a fast-paced call center environment. | Required | 2 | Years |
| Customer service related experience. | Required | 2 | Years |
| Experience adhering to ethical and confidentiality requirements | Required | 1 | Years |
| Excellent communication, patience and problem-solving abilities to help address taxpayer inquiries and diffuse difficult situations. | Required | 0 | |
| Knowledge of tax regulations. | Desired | 1 | Years |
| Ability to analyze and troubleshoot tax-related inquiries. | Desired | 1 | Years |
| Associates or Bachelors Degree in accounting, finance, or related field. | Desired | 0 |
| No. | Question |
|---|---|
| Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement? |
| Question2 | What is your candidate s email address? |
| Question3 | Where does your candidate currently reside (City & State)? |
| Question4 | 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? |
| Question5 | DOR will contact the resource directly providing instructions on completing the Barada Criminal History Check and Fingerprinting. The resource must complete both tasks promptly to avoid delays in starting work. 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 | Candidate must be available to start first week of May 2026. Position is anticipated to last 6 months. Does candidate accept this requirement? |
| Question8 | No IN manager interview will be conducted. Vendor must submit prior employment reference verifying candidate has worked in a call center with excellent attendance and not released for cause. Is this attached? |