Taxpayer Support Representative – Inbound Calls Only

About the Company

Maximus is a global leader in government services, partnering with federal, state, and local governments to deliver essential programs and services to citizens worldwide. With a commitment to improving lives and strengthening communities, Maximus leverages technology and human-centered design to provide innovative solutions in areas like health and human services, workforce development, and tax administration. Join our dedicated team in Rochester, NY, and contribute to a mission-driven organization focused on making a positive impact.

Job Description

We are seeking a diligent and empathetic Taxpayer Support Representative to join our team in Rochester, NY. In this vital role, you will be the first point of contact for taxpayers calling with inquiries about their tax accounts, returns, and general tax-related questions. This position is strictly focused on inbound calls, ensuring you can concentrate on providing accurate, professional, and friendly assistance. You will utilize various systems and resources to research information, guide callers through processes, and resolve issues, all while maintaining strict confidentiality and adherence to regulatory guidelines. Comprehensive training will be provided to equip you with the knowledge needed to succeed.

Key Responsibilities

• Answer inbound calls from taxpayers regarding their accounts, tax returns, and general inquiries.
• Provide clear, concise, and accurate information based on established tax laws, policies, and procedures.
• Guide taxpayers through online resources, forms, and application processes as needed.
• Research and resolve taxpayer issues efficiently and effectively, escalating complex cases to appropriate internal departments when necessary.
• Document all taxpayer interactions accurately and thoroughly in the designated system.
• Maintain strict confidentiality of all taxpayer information in compliance with privacy regulations.
• Adhere to all company policies, procedures, and quality standards.
• Continuously learn and adapt to changes in tax regulations and system updates.
• Exhibit professionalism, empathy, and patience in all interactions.

Required Skills

• Excellent verbal communication skills with a clear and professional phone demeanor.
• Strong active listening skills and the ability to empathize with callers.
• Basic computer proficiency, including navigation of multiple software applications simultaneously.
• Ability to learn and retain complex information quickly.
• Problem-solving aptitude and strong attention to detail.
• Ability to work effectively in a fast-paced call center environment.
• High school diploma or equivalent.
• Minimum of 6 months of customer service experience, preferably in a call center or office setting.

Preferred Qualifications

• Previous experience in a tax-related, financial services, or government support role.
• Familiarity with tax terminology or basic understanding of tax concepts.
• Associate's degree or some college coursework.
• Bilingual proficiency (especially Spanish) is a plus.

Perks & Benefits

• Competitive hourly wage.
• Comprehensive medical, dental, and vision insurance.
• Paid time off and company holidays.
• 401(k) retirement plan with company match.
• Employee assistance program.
• Opportunities for career growth and professional development.
• Ongoing training and support.
• A positive and collaborative work environment.

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