Bilingual Call Center Agent (Spanish Speaking)

The Call Center Agent will provide support to the Internal Revenue Service (IRS) contact center by answering general taxpayer questions on various topics including but not limited to various credits such as Economic Impact Payments (EIP) and Advanced Child Tax Credit (ACTC).

Duties may include:

• Conduct all calls with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals.
• Provide taxpayers with accurate and timely responses to questions regarding EIP, ACTC, and other general tax questions.
• Receive calls from dedicated phone lines and provide first-call resolution to general, procedural taxpayer inquiries regarding various non-account-related inquiries.
• Triage and refer account-specific calls, as appropriate, to the IRS contact center.
• Refer calls that are not related to the phone line they are working to www.irs.gov for further guidance and provide an appropriate IRS phone number as needed.
• Maintain regular and punctual attendance.
• Other duties as assigned.

Work Schedule

You shall be available to receive calls to service customers Monday through Friday, 7:00 a.m. – 10:00 p.m. Eastern Standard Time. May be required to work additional hours as needed to complete assignments or projects.

To be considered, you will have:

• High School Diploma or GED required.
• At least 6 months of experience in a customer service-related industry.
• Must handle all contacts with tact and diplomacy, demonstrate good listening skills, and empathy, while accurately recording information in the Government's computerized database.
• Communication skills: ability to effectively listen, read, write, and speak fluently in English and Spanish (bilingual required); proficiency with a personal computer; experience with data entry, and telephone systems.
• Must comply with the guidelines prescribed in Homeland Security Acquisition Regulations (HSAR) 3052.204-71 and be able to obtain and maintain a Homeland Security Presidential Directive (HSPD)-12 (U.S. Citizenship Required).
• Must obtain and maintain any necessary security access and/or background checks.

Strongly preferred skills:

• Ability to deal with confidential information.
• Operational computer skills with general working knowledge of word processing, and Microsoft applications (including Windows, Word, Excel, Outlook).
• Customer service skills: display professionalism and courtesy to include consistently and accurately responding to inquiries/requests, transferring for appropriate secondary assistance, or providing appropriate general information based on training and resources provided.
• Professional skills: the display of respect and consideration for the caller, but not limited to; showing patience, tact, honesty, and accountability.
• Job Knowledge: competent, understanding of the programs, accurate delivery of service (providing information/instructions), ability to resolve problems/complaints or take appropriate actions, clearly provide detailed documentation of inquiries/requests received.

Compliance:

To be considered for this position, all applicants must apply on the company website, https://katmaicorp.com/life-at-katmai/

We are a VEVRAA Federal Contractor

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equal_opportunity

Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).

Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.