IN-DOR-Inbound Call Center

State of Indiana
Title/Role: IN-DOR-Inbound Call Center (799294)
Interviews occurring
No. of Openings: 20
Start Date: 06/08/2026
End Date: 09/11/2026
No New Submittals After: 04/30/2026
Max Submittals by Vendor: 1
Work Arrangement: Onsite
Worksite Address: DOR 100 N. Senate Ave., STE 105 Indianapolis, IN

Agency Interview Type: Phone and in-person
This position will be reimbursed for approved expenses.: No
Bill Rate High: $31.62 USD Per Hour

Engagement Type: Contract

Short Description:
IN-DOR-Inbound Call Center

Complete Description:
A Day in the Life:
Enjoys learning about a variety of the Department of Revenue Tax procedures including tax filing and payment requirements.
Provides Best in Class Customer Service to taxpaying customers by phone in a fast-paced call center environment.
Applies knowledge acquired in training and utilizes resources to analyze and solve problems.
Responds to a variety of tax types inquiries.
Access data utilizing basic computer skills.
Communicates professionally using correct grammar, spelling & punctuation.
Complies with all ethical and confidentiality requirements.

What You'll Need for Success:
High School Diploma/GED
High-energy – Optimism – Teamwork –Collaboration
Someone who provides open, honest, and positive communication.
A continuous learning and improvement – let's get better every day … together approach.
A team member who speaks up if you don't understand or need more information.
Proven ability to provide customer service by telephone in a high-volume call center.
Proven ability to communicate both orally and in writing using correct grammar, spelling, and punctuation.
Ability to analyze, research and problem-solve using various resources.
Ability to learn to learn, understand, and apply ethics and confidentiality laws.
Supervisory Responsibilities/Direct Reports:

This role does not provide direct supervision to direct reports.

Difficulty of Work:

The Call Center customer service representative must use analytical skills to determine the customer's needs and apply the procedures to communicate the resolution and accurately resolve the customer issues

Responsibility:
The Tax Revenue Call Center Customer Service Representative (Tax Analyst) works to ensure the highest level of customer focus, with a strong commitment to the taxpayers of Indiana by providing professional, and accurate customer service . Tax knowledge is helpful but not required.

Personal Work Relationships:
This individual will be expected to exhibit professional behaviors with a team player mindset, adhere to the policies and procedures and provide exceptional customer service is provided to customers and/or agency partners.

Physical Effort:
This role performs work in an environment where sitting for extended periods of time could be expected.

Working Conditions:
This role performs work in a standard call centre environment responding to back-to-back calls and adhere to scheduled break and lunch hours.

Competencies:
·Communicating Effectively, professionally, accurately
·Delivering High Quality Work
·Critical Thinking
·Managing Time

Skill Required / Desired Amount of Experience
High school diploma or GED. Required
Strong customer service related experience, preferably in a professional environment. Required 1 Years
Experience adhering to ethical and confidentiality requirements Required 1 Years
Excellent verbal communication, patience and problem-solving abilities to help address taxpayer inquiries and diffuse difficult situations. Required
Strong analytical ability to analyze and research tax related inquiries. Required
Prior experience in a fast-paced call centre environment. Desired
Knowledge of tax regulations. Desired
Associates or Bachelor's Degree in accounting, finance, or related field. Desired