What are the responsibilities and job description for the Call Center Representative position at ATC?
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