Call Center Representative

Location: Phoenix, AZ (Remote with first-day in-person orientation)

Hours/Week: 40

Shift: Day (8:00 AM – 5:00 PM)

Duration: 6 months (with possibility for extension)

Looking for locals and US citizens only

The Call Center Agent will professionally and courteously serve customers by handling all inbound telephone calls related to individual and business tax compliance, delinquency, and general information requests. Candidates must have a strong customer-service mindset, the ability to multitask, and a positive attitude.

• Answer incoming phone calls in a fast-paced environment
• Resolve Tier 1 level issues
• Review and verify taxpayer accounts
• Gather and update key information in multiple systems simultaneously
• Educate taxpayers on online resources and current tax policies
• Submit requests for payment arrangements
• Document actions taken accurately in multiple systems
• Participate in team engagement activities
• Meet performance expectations consistently

• Ability to multitask in a high-volume environment
• Basic proficiency in Microsoft Word, Excel, and Google Workspace
• Basic math skills (addition, subtraction, multiplication, division)
• Strong verbal and written communication skills
• Excellent interpersonal skills
• Ability to retain knowledge quickly
• Problem-solving and goal-oriented mindset
• Organized and detail-oriented

• Spanish-speaking
• Experience in process improvement activities
• Experience working in banking, finance, insurance, or telecommunications call centers

• Minimum 1 year of recent experience in a fast-paced call center
• Previous two positions should each be at least one consecutive year in a call center
• National call center experience in finance, banking, insurance, or telecommunications (not technical support)

• High school diploma or equivalent required
• Associate’s degree or higher preferred

• Fully remote after first-day orientation (hardwired internet required; 5G router acceptable if prepared for IT setup)
• Flexible schedule within operating hours (7:45 AM – 5:15 PM, Mon-Fri)
• Intensive 3-week training (8:30 AM – 5:00 PM)
• Pre-employment checks required (state/federal background, fingerprinting, 5-year Arizona tax filing record)
• Candidates must live within 1 hour of Phoenix or Tucson for first-day orientation
• Ability to transport IT equipment from office to home