Call Center Agent

Call Center Agent

  Not Disclosed

  Phoenix, AZ (100% Remote)

  3.0 Months

  Not Disclosed

  Not Disclosed

  Government - State

  $14.67/hour - $19.67/hour

Job Description

Description

Responsible for professionally and courteously serving customers by handling all inbound telephone calls pertaining to Individual and Business related tax compliance, delinquency and general information requests and inquiries. This position includes dealing with a high volume of incoming phone calls, reviewing taxpayer status and history, verifying, gathering and simultaneously updating key information details, educating taxpayers on current tax policies, submitting requests for payment arrangements, resolving Tier 1 level issues, determining next steps to resolution and documenting actions taken into multiple business systems. Responsibilities also include assisting taxpayers to navigate client Taxes website and any current self-servicing options. Expected to prepare and submit electronic support requests according to department standard procedures. When necessary, the Tier 1 agent will escalate to a Tier 2 Subject Matter Expert. This individual is expected to participate in huddles as scheduled by call center leadership and to actively practice any Six Sigma Lean practices as embraced by the client.

Skills Required

Strong ability to multi-task; basic use of Microsoft Word, Excel and Google applications; communicate well both in writing and verbally; great interpersonal skills; retain knowledge easily; creative in problem solving; goal oriented; organized; bias for serving others.

Skills Preferred

Spanish-speaking preferred.

Experience Required

One or more years (minimum of 1 continuous year) working in a high volume call center environment.

Experience Preferred

Experience with Continuous Improvement, Six Sigma and/or Lean is preferred.

Education Required

High school diploma or equivalent.

Education Preferred

Associates Degree or higher preferred


Notes:
This position has the possibility of future permanent employment for agents that are able to successfully perform the duties of the position, demonstrate dependability and culture alignment during their temporary assignment. Must have the ability to work flexible hours or schedule as dictated by business needs. Training is 4 weeks in duration from 8am to 5pm. After training, work hours are 8:45 to 5:15pm.
This is a fully remote position requiring internet access with sufficient bandwidth to handle applications required for the job duties.


Notes:

Shift 1st Shift
8:00 AM - 5:00 PM
Estimated Regular Hours/Week 40.00
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status