Call Center Representative I

Recruitment #211015-UNCE-719



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Call Center Representative I - Taxpayer Resource Division
Annual Salary: $ 37,303.95

The call center is often the first point of contact for taxpayers seeking information regarding their agency accounts.  Representatives serve as a subject matter expert regarding Oklahoma tax laws and responsibilities include providing assistance to taxpayers by answering questions and trouble-shooting.  Daily contact involves communication with taxpayers and other agency staff via phone calls and electronic communications.

This is the basic level of this job family where employees are assigned responsibilities for performing entry level work in a training status to build their skills in providing services and assistance to clients and customers.  In this role they will be assigned tasks which involve responding to routine inquiries, providing information, and advising customers on various policies and procedures. 

The functions performed by employees in this job family will vary by level, but may include the following:

• Answer incoming calls, review and analyze requests for information, and resolve customer complaints and problems.
• Interpret statute, rules and procedures, and other components of Oklahoma tax code to inform customers of their options. 
• Assist taxpayers with technical/navigational issues related to the agency’s self-service online portal.
• Provide excellent customer service to the taxpayers of Oklahoma.
• Route calls when escalated or issues may not be resolved by representative.
• Participate in agency projects as needed.
• Reviews and analyzes requests for information and clarification of laws, policies, and procedures;
• Conducts interviews over the phone to clarify issues concerning filing requirements, due dates, registration procedures, and similar matters;
• Completes research of laws and rules as needed to respond to specific inquiries.
• Customer Service: Appropriately address internal and external customer issues while respecting business needs.
• Result Driven: Identify the correct response to taxpayer inquiries while meeting required call center metrics.
• Decision Making: Evaluate relevant data and aspects of situations and make appropriate decisions.
• Accountability: Accept responsibility for actions with honesty and integrity while remaining committed to agency success.
• Teamwork: Promote a team atmosphere of respect for all team members; work well with co-workers and leadership.

• Knowledge of
o Business arithmetic, spelling, punctuation and grammar;
o Office practices and procedures, including the maintenance of records;
o State laws and rules concerning the business operations of the agency;
o Methods and techniques for conducting research;
o Types of business organizations;
o Forms and methods used to report taxes;
o Interview techniques and methods for conducting research.

• Ability to
o Communicate effectively, both orally and in writing;
o Multi-task, set priorities, and manage time effectively;
o Read, interpret, and apply tax laws, rules, and regulations to various types of taxes in order to find resolution for each individual issue;
o Read, comprehend, and apply agency policies and procedures;
o Maintain a positive attitude with a passion for providing a successful experience for every caller;
o Maintain a professional demeanor even under the most stressful conditions;
o Establish and maintain effective working relationships with others.

• Skills in
o Strong computer skills;
o Exceptional attention to detail;
o Exceptional interpersonal skills;
o Strong verbal communications skills, along with active listening abilities.

Education and Experience requirements at this level consist of:

• One (1) year of experience as a customer service representative or similar positions within a call center environment;
• PLUS one (1) year of bookkeeping, or accounting, or accounts maintenance

• OR an equivalent combination of education and/or experience.

Preference may be given to applicants who are proficient with Microsoft Office Suite, including Excel, Outlook, Word, PowerPoint and Teams.

Telework may be required based on the needs of the agency, division, and section.  If applicable, applicant must be willing and able to BOTH work on-site and telework at an off-site location, generally in the applicant’s home.  Applicant must have a secure internet connection and a dedicated telephone (landline) or smart phone device during scheduled working hours.

Employment with the Oklahoma Tax Commission offers benefits, which include medical, dental, life, disability and vision insurance, medical and health care reimbursement programs, retirement plan, deferred compensation plan, paid holidays, and longevity payments. Employees are provided a benefit allowance to spend toward their benefits. Employees earn three weeks annual and three weeks paid sick leave in the first year of employment.

The Oklahoma Tax Commission is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

All applicants must be legally authorized to work in the United States without visa sponsorship.


Veteran’s preference points apply only for initial appointment in the classified service.