Job Information
Keystone Collections Group Call Center Representative in Irwin, Pennsylvania
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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