Customer Service Specialist

Company Overview

The HdL Companies help cities, counties, and special districts maximize revenues through research and discovery efforts, financial and economic analysis, and provision of software that supports local government operations in a variety of important ways. We are regarded as a leader, occupying a specific niche in the financial services sector, and serving over 800 local governments nationwide. Leveraging our talented team of professionals, along with leading-edge software and database systems, HdL discovery efforts have recovered over $3 billion for our local government partners.

Core Values

HdL team members individually and collectively aspire to the following core values:

Deliver Excellence In Everything We anticipate needs and believe that delivering extraordinary service, inside and outside our organization, is key to our success. We passionately pursue excellence in everything we do.

Do The Right Thing We always act in the best interests of our company and our clients. We are respectful, have high integrity, and are accountable for our actions.

Foster Relationships We build lasting relationships based on trust with our teams and our clients. We value collaboration toward our common goals and inspire each other to improve and progress.

Give Generously We give generously of our time and resources to our teammates, clients, and communities. We impart information for best practices, encourage professional development, and support charitable community organizations.

Enjoy The Journey We enjoy our journey and enthusiastically celebrate our successes. We have fun and find fulfillment working with our colleagues and clients.

Be Authentic, Grateful, and Humble We are thankful for the success we have achieved individually and as a company and never take it for granted.

Job Responsibilities

Were seeking a positive, self-driven, detail-oriented individual, with a dedication to providing high-quality customer service and accurate data entry. This position will be providing local tax collection and administration services for jurisdictions in multiple states. The individual holding this position must be a quick learner and will be responsible for sales/use and lodging tax collections; taxpayer notification and communication; compliance and education; and database management.

• Provide customer service to taxpayers, businesses, and the public, primarily via phone and email.
• Process and review tax returns, forms, applications, and payments daily.
• Notify, review, and resolve outstanding taxpayer compliance issues.
• Thorough knowledge, interpretation, and application of the local tax and business license ordinances.
• Reconcile and report on all tax revenue activities monthly.
• Resolve revenue discrepancies through identification, explanation, and communication procedures.
• Analyze and review taxpayer data for refunds and potential audits.

Skills and Qualifications

• Strong computer, clerical, and technical skills with demonstrated proficiency in Excel, Outlook, and Word.
• Excellent verbal and written communication skills and ability to manage a large call volume.
• Exceptional customer service skills and ability to de-escalate sensitive issues while upholding City standards and requirements.
• Proven high level of accuracy and review in data entry and analysis.
• Ability to work independently with strong organizational, decision-making, interpersonal, and conflict-resolution skills.
• Ability to work effectively and complete tasks in a timely manner despite a heavy workload, frequent interruptions, and other occurrences inherent to this position.

Preferred Qualifications

• Previous revenue or tax collection experience.
• Knowledge and experience in the application and interpretation of local government ordinances and government-imposed transaction-based taxes and fees.
• Bilingual in Spanish preferred.

Compensation

The starting base salary for this Fresno, CA position is expected to be between $17.50 and $20.00 per hour. Actual salary will be determined based on skills, experience (to the extent relevant) and other job-related factors, consistent with applicable law.

Benefits

1. Opportunity to participate in 401k
2. Medical, Dental, Vision, Life/AD&D, LTD, and Employee Assistance Program
3. Paid time off for Vacation, Sick, and Holidays
4. Employee Stock Ownership Plan (learn more about the HdL ESOP at:

Compensation details: 17.5-20 Hourly Wage

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