Call Center Representative

Keystone Collections Group; United States; Hybrid; USD 32,000 - 45,000; Full time

Job summary

Keystone Collections Group is seeking a Call Center Representative in the Support & Service department. You will be the primary contact for taxpayers and businesses, handling inquiries about accounts, tax collections, and compliance.

You will respond to digital inquiries, perform outbound follow-ups, and train to stay current with policies. The role offers a hybrid schedule after successful onsite training, with ongoing refresher workshops to grow your knowledge and skills.

Qualifications

• High school diploma or GED required.
• Previous call center or high-volume customer service experience preferred.
• Bilingual English/Spanish highly desirable.

Responsibilities

• Provide high-quality customer service via phone to taxpayers and business owners.
• Learn and follow all department policies, security protocols, and local tax procedures.
• Manage "Contact Us" email inquiries and outbound calls for verification or follow-up.
• Update account records and track call information in real time within the internal database.
• Stay current with internal process updates affecting daily tasks.

Skills

Problem solving

Communication

Time management

Goal-oriented

Technical literacy

Bilingual EN/ES

Education

High school diploma or GED

Tools

CRM software

Job description

$300 SoFi bonus — jumpstart your savings goal

As a Call Center Representative for our Support & Service department, you will serve as the primary point of contact for taxpayers and businesses. You will manage inquiries regarding accounts, tax collections, and general compliance. Beyond inbound calls, you will support the team by responding to "Contact Us" digital inquiries, performing outbound follow-ups, and staying current through ongoing training.

This role offers a hybrid schedule opportunity upon the successful completion of the initial onsite training period.

Primary Responsibilities

• Taxpayer Support: Provide high-quality customer service via phone to taxpayers and business owners.

• Process Adherence: Learn and strictly follow all department policies, security protocols, and local tax procedures.

• Multi-Channel Support: Manage "Contact Us" email inquiries and perform outbound calls for account verification or follow-up.

• Professional Growth: Actively participate in refresher training and workshops to expand job knowledge and expertise.

• Documentation: Accurately update account records and track call information in real-time within the internal database.

• Adaptability: Maintain an up-to-date understanding of internal process updates that impact daily tasks.Job Qualifications

Education, Experience, and Certifications

• Required: High school diploma or equivalent (GED).

• Preferred: Previous experience in a call center or high-volume customer service environment.

• Bonus: Bilingual proficiency (English/Spanish) is highly desirable.Knowledge, Skills and Abilities

• Problem Solving: Ability to think critically and locate answers quickly while maintaining a professional and empathetic tone.

• Technical Literacy: Proficient in basic computer functions, including navigating multiple tabs, using CRM software, and fast/accurate typing.

• Communication: Exceptional verbal and written communication skills, with the ability to explain complex information simply.

• Time Management: Strong organizational skills with the ability to prioritize tasks in a fast-paced environment.

• Goal-Oriented: A drive to meet and exceed both individual performance metrics and overall team targets.

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·

We like the way you work it · no gig iddy · Gotta bag it up · no gig iddy ·