Call Center Agent

Call Center Agent

Job Description

Position 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. To succeed in this position candidates should have a bias for
doing the right thing and serving others with a positive attitude.

This position includes the following:
Answering incoming phone calls in a fast paced environment
Resolving Tier 1 level issues
Reviewing taxpayer accounts
Verifying, gathering and simultaneously updating key information
Educating taxpayers of online resources and current tax policies
Submitting requests for payment arrangements
Documenting actions taken into multiple systems
Participating in all team engagement activities
Meeting performance expectations

Skills Required:
Strong ability to multitask
Basic use of Microsoft Word, Excel and Google Workspace
Basic math skills are required - addition, subtraction, multiplication and division.
Communicate well both in writing and verbally
Great interpersonal skills
Retain knowledge easily
Creative in problem solving
Goal oriented
Organized

Skills Preferred:
Spanish-speaking

Experience Required:
Candidates must have 1 year of recent call center experience.
Previous two positions should each be at least one consecutive year in a fast-paced call center.
National call centers in industries such as finance/banking, insurance, telecommunications (not technical support)

Experience Preferred:
Experience with participating in process improvement activities, basic math skills, history of working in banking.

Education Required:
High school diploma or equivalent

Education Preferred:
Associates Degree or higher

Notes:
100% Remote
Must have the ability to work a flexible schedule as dictated by business needs within our operating hours 7:45am to 5:15pm, Monday through Friday.
Training is an intensive 3 weeks from 8:30am to 5pm.

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.