Customer Service Representative

Customer Service Representative – Taxpayer Services

This position is responsible for assisting taxpayers with account questions and providing support related to tax policies, procedures, and filing requirements. The Customer Service Representative will research taxpayer accounts, complete necessary adjustments, and work to resolve concerns across multiple tax types.

Customers are assisted through live chat, walk-in services, phone calls, correspondence, and various email inboxes. The ideal candidate will have a strong customer service background, solid computer skills, and the ability to communicate clearly while handling sensitive account information.

Key Responsibilities

• Provide professional customer service to taxpayers through live chat, phone, email, correspondence, and in-person assistance.
• Assist customers with tax filing questions and general taxpayer education.
• Research and resolve refund and billing issues or disputes.
• Review taxpayer accounts and complete necessary adjustments.
• Explain applicable tax policies, procedures, and account requirements.
• Maintain accurate documentation of customer interactions and account updates.
• Handle confidential taxpayer information with professionalism and discretion.
• Work collaboratively with team members to resolve complex account concerns.

Required Qualifications

• Previous customer service experience.
• Basic office and computer skills.
• Strong written and verbal communication skills.
• Ability to research information and resolve customer concerns.
• Strong attention to detail and organizational skills.
• Ability to work with multiple systems and communication channels.

Preferred Qualifications

• Previous experience in a customer service or call center environment.
• Experience assisting customers with taxes, billing, refunds, or account disputes.
• Experience working with confidential financial or personal information.

Schedule

• Monday through Friday
• 8:00 AM to 5:00 PM
• 40 hours per week
• Hybrid schedule: three days onsite and two days remote, depending on business and project needs.