Tax Call Center Rep.

Call Center Representative Responsibilities include: 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 Essential functions of this role: 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 Requirements: 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) Preferred (not 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