Representative

The Representative shall communicate with taxpayers, speaking on behalf of the State of New Jersey, in a Call Outsourcing environment for property tax relief and any other calls assigned by Taxation. The Call Outsourcing Representative must be up to date on all Taxation policies in order to answer all questions regarding property tax relief and any other calls assigned by the State.

The Representative must have excellent communication and customer service skills.

- Handling incoming and outgoing calls with patience, tact, and courtesy.

- Enter information into computer database as required, while following instructions and conducting a scripted interview.

- Attend meetings and trainings to maintain current client information on regulations, policies, and procedures.

- Escalates calls to supervisor when necessary and appropriate.

- Adheres to client-specific policies including, but not limited to, confidentiality and privacy.

- Tracks call-related information for auditing and reporting purposes

- Provides feedback on call issues related to downtime and/or training issues

- Contribute positively to a work environment that is flexible, adaptable, and team based

- Provide, receive, and seek feedback in a positive manner to encourage team building

- Participate in the development and attainment of team and operational goals

- Be respectful and courteous while working in a fast-paced work environment

- Maintain a positive attitude about workloads and expectations

- Prioritize workloads to ensure timeliness and quality standards are met.

- 3-months or more experience in a call center or customer service environment preferred

- Previous experience with computers, phone systems, and headsets preferred.

- Ability to speak and read English clearly, professionally, and fluently.

- Establish a good working relationship with team members and internal contacts, in order to maintain and continuously strive to improve the level of overall service being provided.

- Ability to comply with rules, regulations, laws, and methods as related to the position.

- Work independently in the absence of immediate supervision.

As a federal contractor, this position may require security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and is an evaluation of the whole person to determine suitability. The suitability review begins after a conditional offer of employment has been accepted and will include a review of your employment, education, residences, references, criminal history and credit, as an example.

Some of the most important factors in an investigation are the individual's honesty, candor, and thoroughness in the completion of their security forms. In rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the security clearance process.

The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee will be sitting at a desk and working on a computer for prolonged periods of time.

Must be available to work any shift. Shifts may be Monday - Friday, with hours of Operation from 8:30am - 5:30pm EST. May be required to work scheduled holidays and overtime may be required.