Inbound Call Center

Inbound Call Center

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 type 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
• 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