Location: Phoenix, AZ (Remote – Local Candidates Only)
Duration: 6 Months (Possible Extension / Conversion to Full-Time)
Schedule: Monday–Friday, 7:45 AM – 5:15 PM (Flexible shifts)
Position Overview The Call Center Agent is responsible for delivering excellent customer service by handling inbound calls related to individual and business tax inquiries. This role requires strong communication skills, multitasking ability, and a customer-focused mindset in a fast-paced call center environment.
Key Responsibilities Answer high-volume inbound calls in a professional and courteous manner
Handle Tier 1 customer issues related to tax compliance and general inquiries
Review and update taxpayer accounts accurately
Collect, verify, and document customer information across multiple systems
Educate customers on tax policies and available online resources
Assist with payment arrangements and requests
Maintain detailed records of all customer interactions
Meet performance and quality metrics
Participate in team activities and continuous improvement initiatives
Required Skills Strong multitasking and organizational abilities
Basic proficiency in Microsoft Word, Excel, and Google Workspace
Basic math skills (addition, subtraction, multiplication, division)
Excellent verbal and written communication skills
Strong interpersonal and customer service skills
Ability to quickly learn and retain information
Problem-solving mindset and goal-oriented approach
Preferred Skills Experience in process improvement initiatives
Background in banking or financial services
Required Experience Minimum 1 year of recent call center experience
Previous two roles must each have at least 1 consecutive year in a fast-paced call center
Experience in national call centers (finance, banking, insurance, telecommunications)
No technical support or dispatch/switchboard experience
Education Required: High School Diploma or equivalent
Preferred: Associate’s degree or higher
Additional Requirements Must reside within 1 hour of Phoenix or Tucson, AZ
Available for in-person orientation (Day 1)
Ability to work a flexible schedule
Reliable hardwired internet connection
Ability to transport company equipment (desktop, monitors, etc.)
Must pass background checks, fingerprinting, and tax compliance verification
Other Details Fully remote after initial onboarding
Intensive 3-week training program (mandatory attendance)
Opportunity for permanent employment based on performance
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