Job Description

We are seeking a dedicated and customer-focused Customer Service Representative to handle inbound calls related to individual and business tax compliance and general inquiries. In this role, you will support taxpayers by providing accurate information, reviewing accounts, and assisting with payment arrangements.

This position requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. A positive attitude and a commitment to doing what’s right for customers are essential to succeeding in this role.

Key Responsibilities

• Answer high-volume inbound calls in a fast-paced environment
• Resolve Tier 1 customer inquiries and issues
• Review and verify taxpayer account information
• Gather and update key information while actively speaking with customers
• Educate taxpayers on online tools, resources, and current tax policies
• Submit requests for payment arrangements when needed
• Document all actions taken across multiple internal systems
• Participate in team engagement activities
• Consistently meet performance and quality expectations

Required Skills

• Strong ability to multitask and manage high call volumes
• Basic proficiency with Microsoft Word, Excel, and Google Workspace
• Solid math skills (addition, subtraction, multiplication, division)
• Excellent verbal and written communication
• Strong interpersonal and customer service skills
• Ability to learn and retain information quickly
• Creative problem-solving abilities
• Organized, detail-oriented, and goal-driven

Preferred Skills

• Spanish-speaking candidates strongly preferred
• Experience participating in process improvement activities
• Background in banking or finance is a plus

Required Experience

• At least two consecutive years of experience in a fast-paced call center
• Experience in national call centers within industries such as finance/banking, insurance, or telecommunications (non-technical support)

Preferred Experience

• Experience with process improvement
• Background working in banking or financial services

Education

• Required: High school diploma or equivalent
• Preferred: Associate’s degree or higher

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