Representative

Job Title

The Representative shall communicate with taxpayers, speaking on behalf of the State of New Jersey, in a Call Outsourcing environment for property tax relief and any other calls assigned by Taxation.

Job Description

Job Duties and Responsibilities

• Handling incoming and outgoing calls with patience, tact, and courtesy.
• Enter information into computer database as required, while following instructions and conducting a scripted interview.
• Attend meetings and trainings to maintain current client information on regulations, policies, and procedures.
• Escalates calls to supervisor when necessary and appropriate.
• Adheres to client-specific policies including, but not limited to, confidentiality and privacy.
• Tracks call-related information for auditing and reporting purposes
• Provides feedback on call issues related to downtime and/or training issues
• Contribute positively to a work environment that is flexible, adaptable, and team based
• Provide, receive, and seek feedback in a positive manner to encourage team building
• Participate in the development and attainment of team and operational goals
• Be respectful and courteous while working in a fast-paced work environment
• Maintain a positive attitude about workloads and expectations
• Prioritize workloads to ensure timeliness and quality standards are met.

Qualifications

Education

• High school diploma or GED required

Experience

• 3-months or more experience in a call center or customer service environment preferred
• Previous experience with computers, phone systems, and headsets preferred.

Knowledge, Skills and Abilities

• Reading and Typing
• Working knowledge of modern office procedures, methods, and computer equipment
• Proficient in the use of Microsoft Office Products.
• Ability to speak and read English clearly, professionally, and fluently.
• Proficiency in languages other than English a plus
• Excellent communication skills
• Principles and practices of customer service.
• Establish a good working relationship with team members and internal contacts, in order to maintain and continuously strive to improve the level of overall service being provided.
• Good organizational skills and attention to detail.
• Ability to comply with rules, regulations, laws, and methods as related to the position.
• Work independently in the absence of immediate supervision.
• Ability to handle and resolve recurring problems.
• Successfully complete and pass client required trainings.

Clearance

As a federal contractor, this position may require security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and is an evaluation of the whole person to determine suitability. The suitability review begins after a conditional offer of employment has been accepted and will include a review of your employment, education, residences, references, criminal history and credit, as an example. Some of the most important factors in an investigation are the individual's honesty, candor, and thoroughness in the completion of their security forms. In rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the security clearance process.

Security

Information and Physical Security is the responsibility of every employee. In your position you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access. This also includes securing your desk and workstation when you are not there. This includes locking your session and putting sensitive paperwork away when not physically at your desk. You are not to share your username or password with anyone. The physical security of our offices of are equal importance, never shadow or let someone shadow your entry into a Coast Professional, Inc. facility. If this occurs quickly report this action immediately. You are required to follow all Information Technology policies and procedures regarding the management of your system accounts and equipment. If you witness any security violation you should immediately report it to management.

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee will be sitting at a desk and working on a computer for prolonged periods of time.

Must be available to work any shift. Shifts may be Monday Friday, with hours of Operation from 8:30am 5:30pm EST. May be required to work scheduled holidays and overtime may be required.

Medical Benefits

For a position at this level, Coast will pay $630 per month for medical coverage for the employee. Coverage begins on the first day of the month following 60 days of employment. Eligibility and participation are subject to the terms outlined in the applicable Summary Plan Description.

Dental and Vision

For a position at this level, Coast offers optional buy-up plans for dental coverage. Coverage begins on the first day of the month following 60 days of employment.

Paid Time Off

Paid Holidays: 11 Federal holidays

Sick Leave: At the start of employment, employees will begin accruing one hour of paid sick leave for every 30 hours worked, with a maximum accrual. Employees may not use more than 40 hours of sick leave in any benefit year.

Paid Vacation: Beginning on the one-year anniversary of employment, 10 days of vacation will be awarded. Thereafter, additional vacation will be awarded on each anniversary with vacation accruals increasing on five-year incremental anniversaries.

Retirement

Currently offered through TransAmerica.

Employees become eligible to participate in Coast's 401k plan the first day of the quarter following successful completion of a 60-day waiting period beginning with their start date. Eligibility and participation of the 401k plan are governed by the terms and conditions set forth in the Summary Plan Description.

Currently, and only by way of summary, Coast will match up to 3% of contributions made after one year of employment.

Term Life Insurance

For a position at this level, Coast provides company-paid term life insurance with a $10,000 death benefit upon successful completion of a 90-day introductory period.

Additional Voluntary Benefits

• Health Savings Account (HSA): Available when enrolled in Bronze medical plan
• Accident insurance offered
• Employee life insurance (additional coverage available at employee cost) offered
• Spouse and child life insurance options offered
• Short and long term disability offered
• Employee assistance program (EAP)
• Employee referral bonuses

* Note: Plans, coverage options, and company contributions are subject to change during annual open enrollment.

Disclaimer

This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Coast Professional, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, protected veteran status, genetic information or any other categories protected by applicable law.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.