Inbound Call Center Agent

The general purpose of the Field Rep position is to provide excellent customer service through a variety of duties including but not limited to; assisting taxpayers with compliance issues, examining tax records to determine liability, and collection of the delinquent taxes owed. This position focuses on Trust Taxes, both Retail Sales Tax, and Withholding taxes; however, they may also assist with all other tax types.

Responsibilities :

–Contacts delinquent taxpayers in the general course of tax collections

–Provides a high level of customer service and responsiveness, recognizing that taxpayers are our customers

–Appropriately uses collection tools, such as the 5-Day letter and Posting process, to drive non-compliant taxpayers into compliance consistent with Collection Division goals

–Addresses all RRMC cases consistent with Collection Division goals

–As needed makes both scheduled and unscheduled trips to taxpayer sites

— Provides help and assistance to taxpayers with technical questions to help taxpayer come into compliance with tax laws

–Understand and interprets State tax laws, rules, and regulations in the compliance process

–Researches and resolves escalated issues from taxpayers, or other divisions

–Establishes payment plans consistent with Collection Division guidelines

– -Updates systems to accurately record communication with taxpayer-

–Assists District Office with walk-in taxpayer assistance when needed

– Assists with other divisions needing tax related information and needs

-Performs other duties as assigned by Supervisor or Collection Manager

Preferred Experience:

Two years’ experience in direct customer service via both phone and direct customer facing contact. Previous collection experience desirable, but not required. Strong customer service skills are needed in order to understand customer needs, and have the ability to respond appropriately to these needs. Strong written and oral communication skills are required, as are problem solving and analytical skills.

Benefits:

The State of Indiana offers a comprehensive benefit package which includes medical, dental, vision, life insurance, retirement plans and accrued leave.

The State of Indiana is an Equal Opportunity Employer.

Job Type: Full-time

Salary: $26,702.00 /year

Required experience:

• Customer Service: 1 year