Call Center Agent

Job Title: Compliance - Call Center Agent

Location: 1600 W. Monroe St., Phoenix, AZ 85007

Duration: 06 Months Contract

Shift: 8:00 AM to 5:00 PM Day Shift

Job Description:

• 100% Remote - Candidates MUST be located within 1 hour of Phoenix or Tucson. R2R and Cover Letter are required with submission.
• Interviews will be remote. First day of work will be onsite for orientation but will be remote after this. Estimated to last 6 months but can be extended past this date.

Position 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. 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:
• 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:

Associate’s degree or higher

Additional Information:

• This position has the possibility of future permanent employment for agents that can
• successfully perform the duties of the position, demonstrate dependability and culture alignment.
• Selected candidates must abide by the required pre-employment checks including state and
• federal criminal background check, fingerprinting, and Arizona tax filing records check for the previous 5 years.
• Candidates must live in the Greater Phoenix Metro area and be able to attend 1st day
• orientation in person.
• 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.
• Attendance is critical as learning and applying knowledge is continuous for this role.
• Fully remote position
• Hardwired internet access with sufficient bandwidth to handle applications required for
• the job duties.
• If using a 5G router, please bring this on day 1 so the IT department can prepare it to
• work with issued equipment.
• Short stint work history will likely not make it to the interview.
• Call center history should not be switchboard operation/dispatch, transferring calls.
• Candidates must have the ability to transport equipment from office to home (micro
• desktop, 2 monitors, keyboard, mouse, headset) - not public transportation.

• Candidates MUST have 1 year of recent call center experience.

Job Types: Full-time, Contract

Pay: $19.00 - $20.00 per hour

Work Location: In person