Call Center Specialist

ATC; Indianapolis (IN); On-site; USD 32,000 - 40,000; Full time

Job summary

ATC is seeking a Tax Analyst to join the Indiana Department of Revenue call center. You will learn tax procedures, assist taxpayers by phone, and provide accurate, timely responses in a high-volume environment.

Strong communication skills and a commitment to ethics and confidentiality are essential, along with the ability to analyze information and learn continuously to improve service levels.

Qualifications

• High School Diploma or GED is required.
• Ability to learn tax procedures and apply training to resolve inquiries.
• Proven customer service experience by telephone in a high-volume call center.
• Strong written and spoken communication with attention to grammar and detail.
• Ability to analyze information and respect confidentiality laws.

Responsibilities

• Learn about Department of Revenue tax procedures including filing and payment requirements.
• Provide best in class customer service to taxpayers by phone in a fast-paced call center.
• Apply training to analyze and solve problems for various tax inquiries.
• Respond to different tax-type inquiries and access data with basic computer skills.
• Communicate professionally, adhering to confidentiality and ethical standards.

Skills

Customer service by telephone

Oral and written communication

Analytical problem-solving

Teamwork

Ethics and confidentiality

Learning and adaptability

Education

High School Diploma/GED

Job description

Responsibilities

• 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
• 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.