Job Description

Position Summary:

Responsible for professionally and courteously serving customers by handling all inbound telephone calls related to individual and business tax compliance, delinquency, and general information requests. Candidates should have a strong commitment to doing the right thing and a positive, service-oriented attitude.

Key Responsibilities:

• Answer incoming phone calls in a fast-paced environment
• Resolve Tier 1 level issues
• Review taxpayer accounts
• Verify, gather, and simultaneously update key information
• Educate taxpayers on online resources and current tax policies
• Submit requests for payment arrangements
• Document actions taken across multiple systems
• Participate in all team engagement activities
• Meet or exceed performance expectations

Required Skills:

• Strong multitasking ability
• Basic proficiency in Microsoft Word, Excel, and Google Workspace
• Basic math skills (addition, subtraction, multiplication, division)
• Excellent written and verbal communication
• Strong interpersonal skills
• Ability to retain knowledge easily
• Creative problem-solving
• Goal-oriented mindset
• Highly organized

Preferred Skills:

• Spanish-speaking

Required Experience:

• At least two prior positions with a minimum of one consecutive year each in a fast-paced call center environment
• Relevant industries: finance/banking, insurance, telecommunications (non-technical support)

Preferred Experience:

• Participation in process improvement activities
• Background in banking
• Solid math skills

Education Requirements:

• High school diploma or equivalent

Preferred Education:

• Associate’s degree or higher

Additional Information:

• Potential for permanent employment based on performance, dependability, and cultural fit
• Pre-employment checks: state and federal background, fingerprinting, Arizona tax filing records (past 5 years)
• Must reside in the Greater Phoenix Metro or Tucson area (within 1 hour)
• Must attend first-day orientation in person
• Flexible schedule required within business hours: 7:45 AM – 5:15 PM, Monday–Friday
• Intensive training: 3 weeks, 8:30 AM – 5:00 PM (attendance mandatory)
• Fully remote role
• Hardwired internet required (sufficient bandwidth); if using 5G router, bring on Day 1 for IT setup
• Ability to transport equipment (micro desktop, 2 monitors, keyboard, mouse, headset); public transportation not permitted
• Short-term work history or switchboard/dispatch-only call center roles will likely not proceed to interview

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