Call Center Representative

Job Responsibilities

We are looking for teammates who are:

• Ready to thrive in a fast-paced environment that requires quick decision making
• Able to communicate effectively and exercise patience with customers, both over the phone and through written correspondence
• Committed to customer service and interested in helping their fellow South Carolina taxpayers
• Eager to build a career and advance at our agency

What you will do:
You will work out of the SCDOR’s inbound call center, a dynamic work environment where excellent customer service and promoting taxpayer self-sufficiency are the main goals. In addition to answering calls, you will assist customers through email and our web messaging portal.

Primary job duties include:

• Assisting and educating customers, helping them resolve basic issues related to their Individual Income Tax, Sales Tax, and Withholding Tax accounts
• Reviewing customer accounts, including past correspondence and resolutions, to determine the best way to assist customers
• Helping customers reset their passwords and regain access to MyDORWAY, the SCDOR’s online tax portal.
• Learning about state tax laws and regulations, SCDOR internal policies, and MyDORWAY, then applying that knowledge to resolve customer issues
• Submitting account adjustment requests and redirecting complex calls to the appropriate SCDOR section when necessary
• Informing customers of the best way to resolve future issues on their own, if possible

Minimum and Additional Requirements

Either:

• A high school diploma and directly related work experience (customer service experience in either a call center or office environment) OR
• A bachelor’s degree

Academic degrees must be from an accredited institution of higher learning.

Preferred Qualifications

• Inbound Call Center and customer service experience in an office environment

Additional Comments

• EEO: The SCDOR is committed to providing equal employment opportunities to all and does not discriminate on the basis of age, race, color, religion, sex, national origin, disability, and pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation.
• Training: Call Center Representatives will participate in an onboarding program to ensure they have the knowledge and skills to successfully perform their job.
• Hours: Work hours are 8:30 a.m. – 5:00 p.m., Monday – Friday (37.5 hours per week)
• Telework schedule: This position may be eligible to work remotely up to two days per week after one year of employment with SCDOR.
• Career development: This position is part of an SCDOR Training Plan, which provides learning opportunities that support career growth.

Ready to apply?

• Apply online and complete the application fully, including all current and previous work history and education.
• You may submit a resume, but it will not be considered as a substitute for completing the entire application.
• Candidates selected to move forward in the hiring process will be contacted to complete an aptitude or skills assessment and personality profile (using Criteria Corp) and may be contacted to complete a one-way virtual interview (using Spark Hire).
• Candidates selected for hire are required to comply with all SCDOR tax requirements and are subject to a National Criminal Background Check, which includes fingerprinting.