Customer Care Representative

Customer Care Representative

Location: Chicago

Salary Range: $20.00

Responsibilities

Offering taxpayers appropriate solutions for tax liability, tax rebates, and tax filings based on the caller's individual financial circumstances and filing status. Create alternative payment plans for taxpayers if they cannot pay the outstanding balance in full. Process payments via phone (if applicable). Handling up to 100 inbound and outbound calls daily (subject to change). Follow up with taxpayers (if applicable). Document all collection activities on all required systems. Recommend what further action should be taken for taxpayers who default on their payment plans. Escalating queries and concerns to leadership and Tier II support. Treat each taxpayer with respect and professionalism. Uphold the qualities and core values that the State of Virginia have set forth.

Requirements

1 2 years of 1st party collections experience preferred. Exemplary customer services skills with a minimum of 2 years in a contact center or customer service position. Trained in FDCPA. Utilize good problem-solving skills. Able to maintain composure on difficult calls and recognize the need to escalate the call to a supervisor immediately. Understand the importance of attention to detail. Must possess high quality customer service skills. Must have a professional and ethical communication style. Must be personally motivated and goal-driven. Able to work in a fast-paced environment. Must have intermediate computer skills and knowledge. Ability to toggle between multiple computer systems and screens while speaking with customers. Experience with CUBS (Columbia Ultimate Business Systems) collection system is a plus! Professional bilingual skills preferred (fluent in English and 1 other language).