Tax Call Center Rep.

Here's the sanitized version with client-identifying details removed:

• Willingness to learn state tax procedures, including filing and payment requirements
• Provide best-in-class customer service by phone and in written correspondence in a fast-paced call center environment
• Apply knowledge acquired in training and utilize resources to analyze and problem-solve
• Respond to a variety of tax-related inquiries
• Access data utilizing basic computer skills
• Communicate professionally using correct grammar, spelling, and punctuation both verbally and in writing
• Comply with all ethical and confidentiality requirements

• Provide technical and procedural assistance to taxpayers, taxpayer representatives, and other internal and external agency divisions
• Review accounts and apply payments to taxpayer accounts as needed
• Conduct extensive research to resolve complex issues related to payments and/or returns, including research within internal software and database systems for unpaid or unfiled tax liabilities
• Review and close files paid in full, dismissed, or discharged
• Create billings/liabilities within internal systems according to court orders; abate penalties and interest accordingly
• Assist with evidence collection in investigations, including preparing documents to establish chain of custody in accordance with judicial requirements
• Complete disclosure requests for confidential taxpayer information by reviewing requests and analyzing agency records

• High school diploma or equivalent (required)
• 2+ years of prior experience in a fast-paced call center environment (required)
• 2+ years of customer service related experience (required)
• 1+ year of experience adhering to ethical and confidentiality requirements (required)
• Excellent communication, patience, and problem-solving abilities to address inquiries and diffuse difficult situations (required)

• 1+ year of knowledge of tax regulations
• 1+ year of experience analyzing and troubleshooting tax-related inquiries
• Associate's or Bachelor's degree in accounting, finance, or a related field