What are the responsibilities and job description for the Call Center Representative position at Keystone Collections Group?
Job Summary
As a Call Center Representative for our Support & Service department, you will serve as the primary point of contact for taxpayers and businesses. You will manage inquiries regarding accounts, tax collections, and general compliance. Beyond inbound calls, you will support the team by responding to "Contact Us" digital inquiries, performing outbound follow-ups, and staying current through ongoing training.
Work Environment
This role offers a hybrid schedule opportunity upon the successful completion of the initial onsite training period.
Primary Responsibilities
Education, Experience, and Certifications
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As a Call Center Representative for our Support & Service department, you will serve as the primary point of contact for taxpayers and businesses. You will manage inquiries regarding accounts, tax collections, and general compliance. Beyond inbound calls, you will support the team by responding to "Contact Us" digital inquiries, performing outbound follow-ups, and staying current through ongoing training.
Work Environment
This role offers a hybrid schedule opportunity upon the successful completion of the initial onsite training period.
Primary Responsibilities
- Taxpayer Support: Provide high-quality customer service via phone to taxpayers and business owners
- Process Adherence: Learn and strictly follow all department policies, security protocols, and local tax procedures
- Multi-Channel Support: Manage "Contact Us" email inquiries and perform outbound calls for account verification or follow-up
- Professional Growth: Actively participate in refresher training and workshops to expand job knowledge and expertise
- Documentation: Accurately update account records and track call information in real-time within the internal database
- Adaptability: Maintain an up-to-date understanding of internal process updates that impact daily tasks
Education, Experience, and Certifications
- Required: High school diploma or equivalent (GED)
- Preferred: Previous experience in a call center or high-volume customer service environment
- Bonus: Bilingual proficiency (English/Spanish) is highly desirable
- Problem Solving: Ability to think critically and locate answers quickly while maintaining a professional and empathetic tone
- Technical Literacy: Proficient in basic computer functions, including navigating multiple tabs, using CRM software, and fast/accurate typing
- Communication: Exceptional verbal and written communication skills, with the ability to explain complex information simply
- Time Management: Strong organizational skills with the ability to prioritize tasks in a fast-paced environment
- Goal-Oriented: A drive to meet and exceed both individual performance metrics and overall team targets
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