Position Description
This role is responsible for professionally and courteously assisting customers by handling all inbound telephone calls related to Individual and Business tax compliance, delinquency issues, and general information requests.
Successful candidates should have a strong commitment to doing the right thing and serving others with a positive attitude.
Primary Responsibilities
-
Answer incoming phone calls in a fast-paced call center environment
-
Resolve Tier 1 customer issues
-
Review taxpayer accounts
-
Verify, gather, and simultaneously update customer information
-
Educate taxpayers on online resources and current tax policies
-
Submit requests for payment arrangements
-
Document all actions in multiple systems
-
Participate in team engagement activities
-
Meet all performance expectations
Required Skills
-
Strong multitasking ability
-
Basic proficiency in Microsoft Word, Excel, and Google Workspace
-
Basic math skills (addition, subtraction, multiplication, division)
-
Strong written and verbal communication
-
Excellent interpersonal skills
-
Ability to retain information quickly
-
Creative problem-solver
-
Goal-oriented and organized
Preferred Skills
-
Spanish-speaking/bilingual
Required Experience
-
Previous two positions must each show at least one consecutive year in a fast-paced call center
-
Experience in national call centers such as:
-
Finance/banking
-
Insurance
-
Telecommunications (non-technical support)
-
Preferred Experience
-
Participation in process improvement initiatives
-
Additional experience in banking
-
Strong basic math capabilities
Education Requirements
-
Required: High school diploma or equivalent
-
Preferred: Associate degree or higher
Additional Information
-
Potential for future permanent employment based on performance, dependability, and culture alignment
-
Must pass required pre-employment checks:
-
State and federal criminal background check
-
Fingerprinting
-
AZ tax filing records check for the past 5 years
-
-
Must live in the Greater Phoenix Metro area and attend day-one orientation in person
-
Must be able to work a flexible schedule within operating hours:
-
7:45 AM – 5:15 PM, Monday–Friday
-
-
Training is an intensive 3-week program, 8:30 AM – 5:00 PM
-
Attendance is critical
-
-
Fully remote role after training
-
Must have hardwired internet with sufficient bandwidth
-
If using a 5G router, it must be brought on day one for IT setup
-
Short-term job history may disqualify candidates
-
Call center experience must not be switchboard/dispatch only
-
Must be capable of transporting company-issued equipment (micro desktop, two monitors, keyboard, mouse, headset) — no public transportation
-
Candidates must live within one hour of Phoenix or Tucson
-
At least 1 year of recent call center experience is required
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.