IN-DOR-Inbound Call Center

Role: IN-DOR-Inbound Call Center Job Id - (799294)


Location: DOR 100 N. Senate Ave., STE 105 Indianapolis, IN

Job description:


IN-DOR-Inbound Call Center


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

Skill matrix:


High school diploma or GED.


Required

Strong customer service related experience, preferably in a professional environment.


Required


1


Years


Experience adhering to ethical and confidentiality requirements


Required


1


Years


Excellent verbal communication, patience and problem-solving abilities to help address taxpayer inquiries and diffuse difficult situations.


Required

Strong analytical ability to analyze and research tax related inquiries.


Required

Prior experience in a fast-paced call center environment.


Desired

Knowledge of tax regulations.


Desired

Associates or Bachelors Degree in accounting, finance, or related field.


Desired