Offer summary

Qualifications:

High school diploma or equivalent required., At least 1 year of recent call center experience in a fast-paced environment., Strong communication and interpersonal skills., Basic proficiency in Microsoft Word, Excel, and Google Workspace..

Key responsibilities:

Handle inbound customer calls related to tax compliance and inquiries.

Resolve Tier 1 issues and review taxpayer accounts.

Educate taxpayers on online resources and tax policies.

Document actions and participate in team activities.

Job description

Shift Timings: 7:45am to 5:15pm, Monday through Friday
Position: Remote (First day of work will be onsite for orientation but will be remote after this. Estimated to last 6 months but can be extended past this date)

Note:
100% Remote - Candidates MUST be located within 1 hour of Phoenix or Tucson.

Candidates MUST have 1 year of recent call center experience.

Interviews will be remote. First day of work will be onsite for orientation but will be remote after this. Estimated to last 6 months but can be extended past this date.

Additional Information:
This position has the possibility of future permanent employment for agents that are able to successfully perform the duties of the position, demonstrate dependability and culture alignment.
Selected candidates must abide by the required pre-employment checks including state and federal criminal background check, fingerprinting, and Arizona tax filing records check for the previous 5 years.

Candidates must live in the Greater Phoenix Metro area and be able to attend 1st day orientation in person.
Must have the ability to work a flexible schedule as dictated by business needs within our operating hours 7:45am to 5:15pm, Monday through Friday.
Training is an intensive 3 weeks from 8:30am to 5pm.
Attendance is critical as learning and applying knowledge is continuous for this role.
Fully remote position
Hardwired internet access with sufficient bandwidth to handle applications required for the job duties.
If using a 5G router, please bring this on day 1 so the IT department can prepare it to work with issued equipment.
Short stint work history will likely not make it to the interview.
Call center history should not be switchboard operation/dispatch, transferring calls.
Candidates must have the ability to transport equipment from office to home (micro desktop, 2 monitors, keyboard, mouse, headset) - not public transportation.

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. To succeed in this position candidates should have a bias for doing the right thing and serving others with a positive attitude.

This position includes the following:

Answering incoming phone calls in a fast paced environment
Resolving Tier 1 level issues
Reviewing taxpayer accounts
Verifying, gathering and simultaneously updating key information
Educating taxpayers of online resources and current tax policies
Submitting requests for payment arrangements
Documenting actions taken into multiple systems
Participating in all team engagement activities
Meeting performance expectations

Skills Required:

Strong ability to multitask
Basic use of Microsoft Word, Excel and Google Workspace
Basic math skills are required - addition, subtraction, multiplication and division.
Communicate well both in writing and verbally
Great interpersonal skills
Retain knowledge easily
Creative in problem solving
Goal oriented
Organized

Skills Preferred:

Spanish-speaking

Skills Required:

1 Year of Call Center Experience

Experience Required:

Previous two positions should each be at least one consecutive year in a fast-paced call center.
National call centers in industries such as finance/banking, insurance, telecommunications (not technical support)

Experience Preferred:

Experience with participating in process improvement activities, basic math skills, history of working in banking.

Education Required:

High school diploma or equivalent

Education Preferred:

Associates Degree or higher

EEO Employer
LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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