IN-DOR-Tax Call Center Rep.

Call Center Job

Call Center Job Description. Responsibilities include:

• Enjoys learning about a variety of Department of Revenue tax procedures, including tax 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 utilizes resources to analyze and problem-solve.
• Respond to a variety of tax inquiries.
• Access data utilizing basic computer skills.
• Communicate professionally using correct grammar, spelling and punctuation both verbally and in written formats.
• Comply with all ethical and confidentiality requirements.

Tax Analyst Job Description:

The essential functions of this role are:

• Provide technical and procedural assistance to taxpayers, taxpayer representatives, other divisions within the agency, other state agencies.
• Review accounts and properly apply payments to taxpayer accounts as needed.
• Conduct extensive research to resolve complex issues related to payments and/or returns for taxpayers, including research in DOR's software and database applications for unpaid/unfiled tax liabilities.
• Review and close files paid in full, dismissed, or discharged.
• Create billings/liabilities in DOR's software and database applications according to court orders. Abate penalties and interest accordingly.
• Assist with evidence collection process in Investigations cases, including preparation of documents to establish continuity of custody for items of evidence to ensure that judicial requirements are met.
• Complete disclosure requests for confidential taxpayer information by performing a thorough review of the request and analyzing the Department's records.

Skill - Required / Desired - Amount - of Experience

• High school diploma or equivalent. - Required
• Prior experience in a fast-paced call center environment. - Required - 2 - Years
• Customer service related experience. - Required - 2 - Years
• Experience adhering to ethical and confidentiality requirements - Required - 1 - Years
• Excellent communication, patience and problem-solving abilities to help address taxpayer inquiries and diffuse difficult situations. - Required
• Knowledge of tax regulations. - Desired - 1 - Years
• Ability to analyze and troubleshoot tax-related inquiries. - Desired - 1 - Years
• Associates or Bachelors Degree in accounting, finance, or related field. - Desired

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