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BCforward is currently seeking highly motivated Call Center Agent -Fully Remote in Phoenix, AZ 85007.
Job Title: Call Center Agent -Fully Remote
Location: Phoenix, AZ 85007
Duration: Position is for 6+ Months with the possibility of Extension.
Position 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 Six Sigma Lean practices as embraced by the 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.
Experience Required
One or more years (minimum of 1 continuous year) working in a high-volume Call Center environment.
Experience Preferred
Experience with Continuous Improvement, Six Sigma and/or Lean is preferred.
Education Required
High school diploma or equivalent.
Education Preferred
Associate degree or higher preferred
BCforward is a Global IT and workforce consulting company, leading businesses at moments of transformation, acceleration, and scale. We are leading a new era of global business and workplace culture forward by providing world-class consulting and staffing solutions to customers across the globe. At BCforward, we champion the power of human potential to help companies transform, accelerate, and scale.
