Job Summary
Call Center Representatives for our Taxpayer Service department will manage all calls and emails received from taxpayers with questions about their accounts and/or taxes being collected. Assist with other tasks to support the team, other business units, perform outbound calls, continued training, and increase professional development as required.
Primary Responsibilities
- Customer service provided on phone, emails and / or chats
- Excellent customer care and focus; ability to assess customers’ needs and provide the correct answer or troubleshooting for a positive customer experience
- Ability to learn and follow all customer service procedures and policies
- Utilize knowledge of tax types collected by Keystone
- Utilize knowledge of municipalities and school districts for which Keystone collects taxes
- Ability to modify address changes and create new accounts in Keystone applications
- Process credit card payments and / or ACH payments
- Ability to sufficiently memo the Keystone taxpayer service applications
- Expand job knowledge and develop expertise to progress forward in job development.
Secondary Responsibilities
- Demonstrated ability to listen and retain knowledge
- Ability to accurately and attentively complete detailed tasks
- Keep up to date regarding changes in daily responsibilities or job processes
Job Qualifications
Education, Experience, and Certifications
- High school graduate or have an equivalency certificate (GED)
- Previous experience in a call center preferred
- Bilingual with Spanish is a plus
Knowledge, Skills and Abilities
- Able to think fast, find answers, and respond quickly to caller issues, all with a polite and professional voice and manner
- Basic computer skills and experience with tracking and recording call information as well as updating profiles / accounts
- Excellent time management and prioritization skills
- Excellent at communicating over the phone and handling phone systems
- Strive to meet and go above personal and team targets and goals
- Aim for customer resolution
- Moderate level research
We offer benefits to our full-time employees including opportunity for remote work, healthcare, dental, vision, paid time off, 401k with company match and more!
English 
Spanish