Call Center Customer Service - Fully Remote

BCforward is currently seeking a highly motivated Call Center Customer Service - Fully Remotefor an opportunity in Phoenix, AZ!

Position Title: Call Center Customer Service - Fully Remote

Location: Phoenix, AZ

Anticipated Start Date: ASAP

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration:  4+ Months Contract with the possibility of extension.

Job Type: FULL TIME Contract

Pay Range: [19.00/hr.] – [20.00/hr.]

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Requirements:

One or more years (minimum of 1 continuous year) working in a high-volume Call Center environment.    

Job Description:

Responsible for professionally and courteously serving customers by handling all inbound telephone calls pertaining to Individual and Business-related tax compliance, delinquency and general information requests and inquiries. This position includes dealing with a high volume of incoming phone calls, reviewing taxpayer status and history, verifying, gathering, and simultaneously updating key information details, educating taxpayers on current tax policies, submitting requests for payment arrangements, resolving Tier 1 level issues, determining next steps to resolution and documenting actions taken into multiple business systems. Responsibilities also include assisting taxpayers to navigate AZ Taxes website and any current self-servicing options. Expected to prepare and submit electronic support requests according to department standard procedures. When necessary, the Tier 1 agent will escalate to a Tier 2 Subject Matter Expert. This individual is expected to participate in huddles as scheduled by Call Center leadership and to actively practice any AMS principles for process improvement. Department.         

Skills Required 

Strong ability to multi-task; basic use of Microsoft Word, Excel, and Google applications; communicate well both in writing and verbally; great interpersonal skills; retain knowledge easily; creative in problem solving; goal oriented; organized; bias for serving others.            

Skills Preferred

Spanish-speaking preferred.       

Education Required       

High school diploma or equivalent.          

Education Preferred      

Associate degree or higher preferred  

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale.  Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years.  Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum.  As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information.  BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment.  All applicants applying for positions in the United States must be legally authorized to work in the United States.  The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position.  Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.