Customer Service Representative

The Georgia Department of Revenue is seeking professional, dependable, and customer-focused Customer Service Representatives to join its Contact Center team. The ideal candidate will be responsible for handling a high volume of inbound calls, assisting taxpayers with inquiries, providing accurate information regarding tax-related matters, and delivering exceptional customer service.

Candidates must possess excellent communication skills, strong attention to detail, and the ability to work efficiently in a fast-paced, high-volume call center environment.

Monday- Friday 8:00AM-5:00PM

#INDGA

Essential Duties and Responsibilities

• Answer a high volume of inbound calls from taxpayers, businesses, and other customers in a professional and courteous manner.

• Respond to inquiries regarding state tax accounts, refunds, payments, notices, and general Department of Revenue procedures.

• Provide accurate information while following established departmental policies, procedures, and guidelines.

• Research customer accounts and assist with resolving questions, concerns, and discrepancies.

• Navigate multiple computer systems and databases to retrieve and update taxpayer information.

• Accurately document customer interactions, account updates, and resolutions.

• Maintain confidentiality of sensitive taxpayer and personal information.

• Escalate complex inquiries or unresolved issues to the appropriate department or supervisor.

• Meet established performance standards, including call quality, attendance, productivity, and customer satisfaction.

• Demonstrate professionalism, patience, and problem-solving skills when handling difficult or upset callers.

• Participate in required training sessions and ongoing professional development.

• Perform additional administrative and customer service duties as assigned.

Minimum Qualifications

• High school diploma or GED required.

• Minimum of 1 year of customer service experience preferred.

• Previous call center or contact center experience strongly preferred.

• Excellent verbal and written communication skills.

• Strong computer skills, including Microsoft Office and the ability to navigate multiple software applications.

• Ability to type accurately while speaking with customers.

• Strong organizational skills and attention to detail.

• Ability to multitask and work independently in a structured environment.

• Ability to maintain professionalism while handling confidential information.

• Must be dependable, punctual, and able to maintain consistent attendance.