IN-DOR-Inbound Call Center

Job Description

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 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