Contract
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-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 Required/Desired Amount of Experience High school diploma or GED. Required Strong customer service related experience, preferably in a professional environment. Required 1.0 Years Experience adhering to ethical and confidentiality requirements Required 1.0 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
