Bilingual Customer Service Representative

The Georgia Department of Revenue is seeking professional, dependable, and customer-focused Bilingual Customer Service Representatives fluent in both English and Spanish to join its Contact Center team.

The ideal candidate will be responsible for handling a high volume of inbound calls, assisting English- and Spanish-speaking taxpayers with inquiries, providing accurate information regarding state tax matters, and delivering exceptional customer service.

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

Monday- Friday 8AM-5PM

#INDGA

Essential Duties and Responsibilities

• Answer a high volume of inbound calls from English- and Spanish-speaking taxpayers, businesses, and other customers.

• Communicate fluently and professionally in both English and Spanish to assist customers with tax-related inquiries.

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

• Explain complex information clearly and accurately in both English and Spanish.

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

• Navigate multiple computer systems and databases while maintaining accurate customer records.

• Document customer interactions, account updates, and resolutions in accordance with departmental procedures.

• Maintain strict confidentiality of taxpayer information and sensitive personal data.

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

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

• Demonstrate patience, professionalism, and effective conflict-resolution skills when assisting difficult or upset callers.

• Participate in mandatory training and ongoing professional development.

• Perform additional customer service and administrative duties as assigned.

Minimum Qualifications

• High school diploma or GED required.

• Must be fluent in English and Spanish, both verbally and in writing.

• Minimum of 1 year of customer service experience preferred.

• Previous call center or contact center experience strongly preferred.

• Excellent verbal and written communication skills in both languages.

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

• Ability to multitask, type accurately, and document information while assisting customers.

• Strong organizational, problem-solving, and active listening skills.

• Ability to maintain professionalism and confidentiality when handling sensitive information.

• Must demonstrate reliability, punctuality, and consistent attendance.