Call Center Representative

Job Title: Call Center AgentLocation: Phoenix, AZ (Remote – Local Candidates Only) Duration: 6 Months (Possible Extension / Conversion to Full-Time) Schedule: Monday–Friday, 7:45 AM – 5:15 PM (Flexible shifts)Position OverviewThe Call Center Agent is responsible for delivering excellent customer service by handling inbound calls related to individual and business tax inquiries. This role requires strong communication skills, multitasking ability, and a customer-focused mindset in a fast-paced call center environment.Key ResponsibilitiesAnswer high-volume inbound calls in a professional and courteous mannerHandle Tier 1 customer issues related to tax compliance and general inquiriesReview and update taxpayer accounts accuratelyCollect, verify, and document customer information across multiple systemsEducate customers on tax policies and available online resourcesAssist with payment arrangements and requestsMaintain detailed records of all customer interactionsMeet performance and quality metricsParticipate in team activities and continuous improvement initiativesRequired SkillsStrong multitasking and organizational abilitiesBasic proficiency in Microsoft Word, Excel, and Google WorkspaceBasic math skills (addition, subtraction, multiplication, division)Excellent verbal and written communication skillsStrong interpersonal and customer service skillsAbility to quickly learn and retain informationProblem-solving mindset and goal-oriented approachPreferred SkillsBilingual (Spanish-speaking)Experience in process improvement initiativesBackground in banking or financial servicesRequired ExperienceMinimum 1 year of recent call center experiencePrevious two roles must each have at least 1 consecutive year in a fast-paced call centerExperience in national call centers (finance, banking, insurance, telecommunications)No technical support or dispatch/switchboard experienceEducationRequired: High School Diploma or equivalentPreferred: Associate’s degree or higherAdditional RequirementsMust reside within 1 hour of Phoenix or Tucson, AZAvailable for in-person orientation (Day 1)Ability to work a flexible scheduleReliable hardwired internet connectionAbility to transport company equipment (desktop, monitors, etc.)Must pass background checks, fingerprinting, and tax compliance verificationOther DetailsFully remote after initial onboardingIntensive 3-week training program (mandatory attendance)Opportunity for permanent employment based on performanceInterviews conducted remotely