IN-DOR-Inbound Call Center

Short Description

IN-DOR-Inbound Call Center

Complete 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 lets get
  
  

better every day & together approach.

• A team member who speaks up if you dont 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 customers 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
  
  

Skills

SkillRequired / DesiredAmountof ExperienceExpertise RatingMoveHigh school diploma or GED.RequiredStrong customer service related experience, preferably in a professional environment.Required1YearsExperience adhering to ethical and confidentiality requirementsRequired1YearsExcellent verbal communication, patience and problem-solving abilities to help address taxpayer inquiries and diffuse difficult situations.RequiredStrong analytical ability to analyze and research tax related inquiries.RequiredPrior experience in a fast-paced call center environment.DesiredKnowledge of tax regulations.DesiredAssociates or Bachelors Degree in accounting, finance, or related field.Desired

Questions

Question 1

What is your candidates email address?

Question 2

Where does your candidate currently reside (City & State)?

Question 3

If selected for engagement, your candidates hourly Pay Rate must be *** The Provider Markup for this position is 29%. Do you agree to these requirements?

Question 4

Selected candidate will receive instructions (email links) to complete the Barada Criminal History background on-line form , instructions to schedule fingerprint check, which must be completed to be considered to be hired. The resource must complete all tasks promptly to avoid delays in starting work. Please confirm the resource understands this requirement.

Question 5

Once the Barada Criminal History and the Fingerprint checks have cleared and the tax check is processed the candidate will be moved forward to hire. If a tax liability balance exists, the candidate will be given 60 days after the hiring to resolve any issues (submit missing tax filings, set up payment plan or pay in full). If the tax issues are not resolved after 60 days of hiring, employment will be terminated. Please confirm the resource understands this requirement.

Question 6

Position is on-site, 7.5 hour day, 37.5 hour wk, Monday through Friday, from 8am to 4:30pm, 1 hour lunch. Does candidate accept this requirement?

Question 7

Should calls not end by 4:30pm resource will be required to stay late to assist in clearing the calls in queue. Does candidate accept this requirement?

Question 8

Candidate must be available to start 6/8/2026. Position is anticipated to last through 9/11/2026. Does candidate accept this requirement?

Question 9

Candidate will be required to attend one of the in-person on-site interview fairs to be held on 4/21, 4/23, 4/28 and 4/30. Does candidate accept this requirement?

Question 10

Qualified candidates should demonstrate clear, professional communication during phone interactions, with polished grammar and an easily understood delivery. Has your team conducted a phone screening with the candidate to ensure they meet this requirement?

Question 11

There is a 2-3 week training period for position. No time off will be approved during the training period. Does candidate accept this requirement?

Question 12

Repeated absences, tardiness, or failure to return promptly from breaks or lunch periods may result in termination of your engagement. Does candidate accept this requirement?

Question 13

What is the candidates phone #?

Agency Interview Type

Phone and in-person

Work Arrangement

Onsite