Call Center Representative - Keystone Collections Group

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. Opportunities for hybrid schedule pending completion of full training.

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 healthcare, dental, vision, paid time off, 401k with company match.

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