Job Description

Job Description

Job Description

MUST HAVES:

• Candidates MUST live within 1 hour of Phoenix or Tucson

• Review, research, and analyze routine to moderate ticketed issues for taxpayer inquiries.
• Reroute ticket escalations to appropriate departments, in accordance to policies, procedures and job aids.
• Email appropriate documents to taxpayers regarding inquiry requests.
• Document and update critical information in Ticketing, TAS and supporting systems according to standard work on completion of each request.
• Document and track daily production utilizing tools as outlined and required.
• Utilize all software, databases, systems and scripts as outlined in standard work.
• Attend and participate in training, meetings, and huddles as required.

• Basic math and computer skills
• Google Suite proficiency
• Microsoft Word and Excel proficiency

• 1 year of call center experience, QA experience, escalated ticketing experience.
• Communicating, both written and verbal
• Interpersonal communication
• Retaining knowledge
• Creative problem solving
• Multi-tasking, attention to detail and organization

• Follow instructions, job aids, policies and procedures
• Understand key metrics
• Work in a fast-paced environment
• Be dependable and consistent
• Quickly adapt to change
• Navigate through different systems

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