IN-DOR-Inbound Call Center

Short Description:
IN-DOR-Inbound Call Center

Complete Description:
A Day in the Life:

- Enjoys learning about a variety of the Department of
Revenue Tax procedures including tax filing and payment
requirements.


- Provides Best in Class Customer Service to taxpaying customers by phone in a fast-paced call center environment.

- Applies knowledge acquired in training and utilizes
resources to analyze and solve problems.

- Responds to a variety of tax types inquiries.

- Access data utilizing basic computer skills.

- Communicates professionally using correct grammar,
spelling & punctuation.

- Complies with all ethical and confidentiality
requirements.

What You'll Need for
Success:

- High School Diploma/GED

- High-energy - Optimism - Teamwork -Collaboration

- Someone who provides open, honest, and positive
communication.

- A continuous learning and improvement - let's get
better every day ... together approach.

- A team member who speaks up if you don't understand
or need more information.

- Proven ability to provide customer service by
telephone in a high-volume call center.

- Proven ability to communicate both orally and in
writing using correct grammar, spelling, and punctuation.

- Ability to analyze, research and problem-solve using
various resources.

- Ability to learn to learn, understand, and apply
ethics and confidentiality laws.

Supervisory
Responsibilities/Direct Reports:

This role does not provide direct
supervision to direct reports.

Difficulty of Work:

The Call Center customer service representative must use analytical
skills to determine the customer's needs and apply the procedures to
communicate the resolution and accurately resolve the customer issues


Responsibility:

The Tax Revenue Call Center
Customer Service Representative (Tax Analyst) works to ensure the highest level
of customer focus, with a strong commitment to the taxpayers of Indiana by
providing professional, and accurate customer service . Tax knowledge is
helpful but not required.

Personal Work Relationships:
This individual will be expected to exhibit
professional behaviors with a team player mindset, adhere to the policies and
procedures and provide exceptional customer service is provided to customers
and/or agency partners.


Physical Effort:
This role performs work in an environment where sitting for extended periods of time could be expected.

Working Conditions:
This role performs work in a standard call
center environment responding to back-to-back calls and adhere to scheduled
break and lunch hours.


Competencies:
• Communicating Effectively, professionally, accurately
• Delivering High Quality Work
• Critical Thinking
• Managing Time

Skills:
SkillRequired / DesiredAmountof ExperienceExpertise RatingMoveHigh school diploma or GED.RequiredStrong customer service related experience, preferably in a professional environment.Required1YearsExperience adhering to ethical and confidentiality requirementsRequired1YearsExcellent verbal communication, patience and problem-solving abilities to help address taxpayer inquiries and diffuse difficult situations.RequiredStrong analytical ability to analyze and research tax related inquiries.RequiredPrior experience in a fast-paced call center environment.DesiredKnowledge of tax regulations.DesiredAssociates or Bachelors Degree in accounting, finance, or related field.Desired

Questions:
Question 1
What is your candidate's email address?
Question 2
Where does your candidate currently reside (City & State)?
Question 3
If selected for engagement, your candidate's hourly Pay Rate must be *** The Provider Markup for this position is 29%. Do you agree to these requirements?
Question 4
Selected candidate will receive instructions (email links) to complete the Barada Criminal History background on-line form , instructions to schedule fingerprint check, which must be completed to be considered to be hired. The resource must complete all tasks promptly to avoid delays in starting work. Please confirm the resource understands this requirement.
Question 5
Once the Barada Criminal History and the Fingerprint checks have cleared and the tax check is processed the candidate will be moved forward to hire. If a tax liability balance exists, the candidate will be given 60 days after the hiring to resolve any issues (submit missing tax filings, set up payment plan or pay in full). If the tax issues are not resolved after 60 days of hiring, employment will be terminated. Please confirm the resource understands this requirement.
Question 6
Position is on-site, 7.5 hour day, 37.5 hour wk, Monday through Friday, from 8am to 4:30pm, 1 hour lunch. Does candidate accept this requirement?
Question 7
Should calls not end by 4:30pm resource will be required to stay late to assist in clearing the calls in queue. Does candidate accept this requirement?
Question 8
Candidate must be available to start 6/8/2026. Position is anticipated to last through 9/11/2026. Does candidate accept this requirement?
Question 9
Candidate will be required to attend one of the in-person on-site interview fairs to be held on 4/21, 4/23, 4/28 and 4/30. Does candidate accept this requirement?
Question 10
Qualified candidates should demonstrate clear, professional communication during phone interactions, with polished grammar and an easily understood delivery. Has your team conducted a phone screening with the candidate to ensure they meet this requirement?
Question 11
There is a 2-3 week training period for position. No time off will be approved during the training period. Does candidate accept this requirement?
Question 12
Repeated absences, tardiness, or failure to return promptly from breaks or lunch periods may result in termination of your engagement. Does candidate accept this requirement?
Question 13
What is the candidates phone #?

Agency Interview Type:
Phone and in-person

Work Arrangement:
Onsite