Job Title: Call Center Agent
Location: Phoenix, AZ (Remote – Local Candidates Only)
Duration: 6 Months (Possible Extension / Conversion to Full-Time)
Schedule: Monday–Friday, 7:45 AM – 5:15 PM (Flexible shifts)
Position Overview
The Call Center Agent is responsible for delivering excellent customer service by handling inbound calls related to individual and business tax inquiries. This role requires strong communication skills, multitasking ability, and a customer-focused mindset in a fast-paced call center environment.
Key Responsibilities
- Answer high-volume inbound calls in a professional and courteous manner
- Handle Tier 1 customer issues related to tax compliance and general inquiries
- Review and update taxpayer accounts accurately
- Collect, verify, and document customer information across multiple systems
- Educate customers on tax policies and available online resources
- Assist with payment arrangements and requests
- Maintain detailed records of all customer interactions
- Meet performance and quality metrics
- Participate in team activities and continuous improvement initiatives
Required Skills
- Strong multitasking and organizational abilities
- Basic proficiency in Microsoft Word, Excel, and Google Workspace
- Basic math skills (addition, subtraction, multiplication, division)
- Excellent verbal and written communication skills
- Strong interpersonal and customer service skills
- Ability to quickly learn and retain information
- Problem-solving mindset and goal-oriented approach
Preferred Skills
- Bilingual (Spanish-speaking)
- Experience in process improvement initiatives
- Background in banking or financial services
Required Experience
- Minimum 1 year of recent call center experience
- Previous two roles must each have at least 1 consecutive year in a fast-paced call center
- Experience in national call centers (finance, banking, insurance, telecommunications)
- No technical support or dispatch/switchboard experience
Education
- Required: High School Diploma or equivalent
- Preferred: Associate’s degree or higher
Additional Requirements
- Must reside within 1 hour of Phoenix or Tucson, AZ
- Available for in-person orientation (Day 1)
- Ability to work a flexible schedule
- Reliable hardwired internet connection
- Ability to transport company equipment (desktop, monitors, etc.)
- Must pass background checks, fingerprinting, and tax compliance verification
Other Details
- Fully remote after initial onboarding
- Intensive 3-week training program (mandatory attendance)
- Opportunity for permanent employment based on performance
- Interviews conducted remotely
