Call Center Representative - Keystone Collections Group

Job Summary

As a Call Center Representative for our Support & Services department, you will serve as the primary point of contact for taxpayers and businesses. You will manage inbound call inquiries regarding accounts, tax collections, and general compliance. Additional responsibilities include responding to digital email inquiries, performing outbound follow-up calls, and maintaining knowledge through ongoing training.

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 on daily tasks.

Job Qualifications

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.

Knowledge, Skills and Abilities

• 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.

Work Environment

• Training will be conducted onsite, Monday through Friday, for approximately 3 months.
• Opportunity to work a hybrid schedule, 2 days in office, following successful completion of training.