Call Center Representative

Job Description

Job Description

Call Center Customer Service Representative – Tax Compliance

Location: Remote — Candidates must live within one hour of Phoenix or Tucson, AZ
Schedule: Monday–Saturday, based on business needs
Employment Type: Contract with potential for permanent employment

This role will have training in office first for about a month, and then it will be fully remote. High probability of conversion to permanent role.

We are seeking an experienced Call Center Customer Service Representative to assist individuals and businesses with tax compliance, delinquency, and general information inquiries. This is a high-volume, fast-paced role requiring excellent customer service, accuracy, and multitasking skills.

• Handle high-volume inbound calls professionally and courteously.

• Resolve Tier 1 taxpayer questions and account issues.

• Review accounts and verify, gather, and update information.

• Explain current tax policies and available online resources.

• Submit requests for payment arrangements.

• Document all customer interactions accurately across multiple systems.

• Meet established attendance, quality, productivity, and performance expectations.

• Recent call center experience with at least one consecutive year in each of the two most recent positions.

• Experience in a high-volume national call center, preferably banking, finance, insurance, or telecommunications.

• Strong verbal and written communication skills.

• Ability to multitask and navigate multiple systems simultaneously.

• Basic Microsoft Word, Excel, and Google Workspace skills.

• Basic math skills, including addition, subtraction, multiplication, and division.

• Strong organization, problem-solving, interpersonal, and knowledge-retention skills.

• High school diploma or equivalent.

• Stable employment history.

• Banking or financial-services call center experience.

• Experience participating in process-improvement initiatives.

• Associate degree or higher.

• Four-week training schedule: Monday–Friday, 8:30 AM–5:00 PM .

• After training, assigned shifts may fall between 7:00 AM and 6:15 PM .

• Agents may work the second or fourth Saturday of the month for a four-hour shift.

• Employees scheduled on Saturday will receive a half-day on Thursday.

• Schedule flexibility and reliable attendance are required.

• Position is fully remote, but candidates must live within one hour of Phoenix or Tucson.

• Must attend the first-day orientation in person.

• Must have reliable hardwired internet with sufficient bandwidth.

• Must be able to transport issued equipment from the office to home without using public transportation.

• Selected candidates must complete criminal background checks, fingerprinting, and an Arizona tax-filing records review covering the previous five years.

• This position may lead to permanent employment based on performance, dependability, and organizational fit.