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     

Associates Degree or higher preferred   

Additional Information  

Must have the ability to work flexible hours or schedule as dictated by business needs. Training is 4 weeks in duration from 8am to 5pm. After training, work hours are 8:45 to 5:15pm. This is a fully remote position requiring internet access with sufficient bandwidth to handle applications required for the job duties. Candidates must live in the Phoenix area and be able to attend 1st day orientation in person. Selected candidates will be required to abide by the required pre-employment checks including criminal and background check including fingerprinting and Arizona tax filings records check.