Responsibilities include:
Enjoys learning about a variety of Department of Revenue tax procedures, including tax filing and payment requirements.
Provide best-in-class customer service by phone and in written correspondence in a fast-paced call-center environment.
Apply knowledge acquired in training and utilizes resources to analyze and problem-solve.
Respond to a variety of tax inquiries.
Access data utilizing basic computer skills.
Communicate professionally using correct grammar, spelling and punctuation both verbally and in written formats.
Comply with all ethical and confidentiality requirements.
Responsibilities include:
Provide technical and procedural assistance to taxpayers, taxpayer representatives, other divisions within the agency, other state agencies.
Review accounts and properly apply payments to taxpayer accounts as needed.
Conduct extensive research to resolve complex issues related to payments and/or returns for taxpayers, including research in DOR's software and database applications for unpaid/unfiled tax liabilities.
Review and close files paid in full, dismissed, or discharged.
Create billings/liabilities in DOR's software and database applications according to court orders. Abate penalties and interest accordingly.
Assist with evidence collection process in Investigations cases, including preparation of documents to establish continuity of custody for items of evidence to ensure that judicial requirements are met.
Complete disclosure requests for confidential taxpayer information by performing a thorough review of the request and analyzing the Department's records.
The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.
Skill - Required/Desired - Amount - of Experience
High school diploma or equivalent. - Required - 0
Prior experience in a fast-paced call center environment. - Required - 2 - Years
Customer service related experience. - Required - 2 - Years
Experience adhering to ethical and confidentiality requirements - Required - 1 - Years
Excellent communication, patience and problem-solving abilities to help address taxpayer inquiries and diffuse difficult situations. - Required - 0
Knowledge of tax regulations. - Desired - 1 - Years
Ability to analyze and troubleshoot tax-related inquiries. - Desired - 1 - Years
Associates or Bachelors Degree in accounting, finance, or related field. - Desired - 0
IN-DOR-Tax Call Center Rep. • Indianapolis, IN, US
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