CALL CENTER AGENT

Requisition No: 850896

Agency: Department of Revenue

Working Title: CALL CENTER AGENT - 73006646

Pay Plan: Career Service

Position Number: 73006646

Salary: $38,960.00 /Annually

Posting Closing Date: 04/21/2025

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Florida Department of Revenue

General Tax Administration

Call Center Agent (Revenue Specialist II)

Tallahassee

The Florida Department of Revenue’s General Tax Administration program collects the revenue that maintains the state’s infrastructure, funds schools, protects the environment, and much more. The Department invites you to apply to become an essential member of our team. We are committed to maintaining a diverse workforce and providing employment opportunities to veterans and individuals who have a disability. To learn more about the Department of Revenue’s excellent array of benefits, including career training, tuition waivers, paid vacations, insurance, and retirement programs, visit our website.

JOB SUMMARY: This is a Call Center Agent - Revenue Specialist II position in the General Tax Administration Program, Taxpayer Services Process, Collections Unit. The incumbent aids taxpayers via telephone and written correspondence concerning departmental billings and delinquencies and takes appropriate actions to resolve accounts. The incumbent examines and updates departmental or taxpayer records and may contact taxpayer or other departmental personnel for final resolution. Additionally, the incumbent assists taxpayers with inquiries regarding registration, e-services, filing obligations, and departmental rules.

MINIMUM REQUIREMENTS:

• Administrative, secretarial, clerical, or financial experience.
• Customer service experience.

SUBSTITUTIONS:

• College education from an accredited institution can substitute for the required work experience.

SPECIAL NOTES:

• All candidates who meet the screening criteria/minimum job requirements will be required to take a Skills Verification Test. Candidates must receive a score of at least 70% to be considered. The test will be administered virtually.
• The required work hours for this position are Monday through Friday, 8:00 a.m. to 5:00 p.m. or 8:30 a.m. - 5:30 p.m. depending on the needs of the Department.

• The successful candidate will be required to answer a large volume of calls up to 7.5 hours a day.
• This position is eligible for teleworking after successfully completing training and meeting performance expectations. Training is conducted virtually in a socially distanced office environment. The successful candidate must complete all assigned training and is required to receive a score of at least 80% on each assessment in order to retain this position.

SALARY: The hiring salary for this position generally will not exceed $3,246.67 monthly/$38,960.00 annually.

BENEFITS: Benefits include, but are not limited to, health insurance, life insurance, tuition waivers, paid sick and personal leave, 10 paid holidays annually, retirement savings, and vision and dental insurance.

ADDITIONAL INFORMATION YOU NEED TO KNOW

CONTACT INFORMATION: Lisa Watson, (850) 617-8410, Lisa.Watson@floridarevenue.com.

SCREENING DISCLAIMER: Your responses to qualifying questions must be verifiable by skills and/or experiences you stated on your candidate profile and/or resume.

SKILLS VERIFICATION TEST OR ONLINE SKILLS ASSESSMENT: If you meet the minimum job requirements, we might require you to take a skills verification test or an online skills assessment to be considered for an interview.

CANDIDATE POOL: Future vacancies may be filled from this advertisement for a period of up to six months.

CRIMINAL BACKGROUND CHECKS: You will be required to undergo a National Level-2 criminal background check which requires you to provide your fingerprints.

REMINDER: Male candidates born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website at http://www.sss.gov.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.