Accounting, Billing, Call Centers, Chain of Custody, Communication Skills, Computer Skills, Customer Support/Service, Database Technology, Finance, Identify Issues, Problem Solving Skills, Request for Information (RFI), Research Skills, State Tax, Tax Accounting, Tax Regulations, Technical Support
Here's the sanitized version with client-identifying details removed:
Call Center Representative
Responsibilities include:
- Willingness to learn state tax procedures, including 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 utilize resources to analyze and problem-solve
- Respond to a variety of tax-related inquiries
- Access data utilizing basic computer skills
- Communicate professionally using correct grammar, spelling, and punctuation both verbally and in writing
- Comply with all ethical and confidentiality requirements
Essential functions of this role:
- Provide technical and procedural assistance to taxpayers, taxpayer representatives, and other internal and external agency divisions
- Review accounts and apply payments to taxpayer accounts as needed
- Conduct extensive research to resolve complex issues related to payments and/or returns, including research within internal software and database systems for unpaid or unfiled tax liabilities
- Review and close files paid in full, dismissed, or discharged
- Create billings/liabilities within internal systems according to court orders; abate penalties and interest accordingly
- Assist with evidence collection in investigations, including preparing documents to establish chain of custody in accordance with judicial requirements
- Complete disclosure requests for confidential taxpayer information by reviewing requests and analyzing agency records
Requirements:
- High school diploma or equivalent (required)
- 2+ years of prior experience in a fast-paced call center environment (required)
- 2+ years of customer service related experience (required)
- 1+ year of experience adhering to ethical and confidentiality requirements (required)
- Excellent communication, patience, and problem-solving abilities to address inquiries and diffuse difficult situations (required)
Preferred (not required):
- 1+ year of knowledge of tax regulations
- 1+ year of experience analyzing and troubleshooting tax-related inquiries
- Associate's or Bachelor's degree in accounting, finance, or a related field