Call Center Representative

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 ResponsibilitiesAnswer high-volume inbound calls in a fast-paced environmentResolve Tier 1 customer inquiries and issuesReview and verify taxpayer account informationGather and update key information while actively speaking with customersEducate taxpayers on online tools, resources, and current tax policiesSubmit requests for payment arrangements when neededDocument all actions taken across multiple internal systemsParticipate in team engagement activitiesConsistently meet performance and quality expectationsRequired SkillsStrong ability to multitask and manage high call volumesBasic proficiency with Microsoft Word, Excel, and Google WorkspaceSolid math skills (addition, subtraction, multiplication, division)Excellent verbal and written communicationStrong interpersonal and customer service skillsAbility to learn and retain information quicklyCreative problem-solving abilitiesOrganized, detail-oriented, and goal-drivenPreferred SkillsSpanish-speaking candidates strongly preferredExperience participating in process improvement activitiesBackground in banking or finance is a plusRequired ExperienceAt least two consecutive years of experience in a fast-paced call centerExperience in national call centers within industries such as finance/banking, insurance, or telecommunications (non-technical support)Preferred ExperienceExperience with process improvementBackground working in banking or financial servicesEducationRequired: High school diploma or equivalentPreferred: Associate’s degree or higher