OVERVIEW OF ATHENA:

ATHENA Consulting is an award-winning staffing firm serving state and local governments. Our mission is to make lives better! We make our Clients’ Lives Easier by engaging and supporting our clients and partnering with them to be the most knowledgeable staffing partner. We make our Employees’ Lives Better by identifying and cultivating their talents and matching these talents with our customers’ needs. ATHENA places a high value on customer service, accountability and getting the job done.

POSITION SUMMARY:

We are currently recruiting for a Call Center Agent. This is responsible for professionally and courteously serving customers by handling all inbound telephone calls pertaining to individual and business related tax compliance, delinquency and general information requests. This full-time position pays $­­­­20/hr, and is located in Phoenix, AZ.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answering incoming phone calls in a fast-paced environment.


• Resolving Tier 1 level issues.


• Reviewing taxpayer accounts.


• Verifying, gathering and simultaneously updating key information.


• Educating taxpayers of online resources and current tax policies.


• Submitting requests for payment arrangements.


• Documenting actions taken into multiple systems.


• Participating in all team engagement activities.


• Meeting performance expectations.


• Perform other duties as assigned.

Required Skills/Abilities:

• Should have a bias for doing the right thing and serving others with a positive attitude.


• Spanish speaker.


• Experience with participating in process improvement activities.


• Strong ability to multitask in a fast-paced environment.


• Basic use of Microsoft Word, Excel and Google Workspace.


• Basic math skills are required - addition, subtraction, multiplication and division.


• Excellent communication skills, both written and verbal.


• Great interpersonal skills.


• Ability to retain and apply new information easily.


• Creative in problem solving.


• Goal oriented and highly organized.


• Highly motivated.

Education and Experience:

Physical Requirements:

Additional Information:

• This position has the possibility of future permanent employment for agents that are able to successfully perform the duties of the position, demonstrate dependability and culture alignment.


• Selected candidates must abide by the required pre-employment checks including state and federal criminal background check, fingerprinting, and Arizona tax filing records check for the previous 5 years.


• Candidates must live in the Greater Phoenix Metro area and be able to attend 1st day orientation in person.


• Must have the ability to work a flexible schedule as dictated by business needs within our operating hours 7:45am to 5:15pm, Monday through Friday.


• Training is an intensive 3 weeks from 8:30am to 5pm.


• Attendance is critical as learning and applying knowledge is continuous for this role.


• Fully remote position.


• Hardwired internet access with sufficient bandwidth to handle applications required for the job duties.


• If using a 5G router, please bring this on day 1 so the IT department can prepare it to work with issued equipment.


• Short stint work history will likely not make it to the interview.


• Call center history should not be switchboard operation/dispatch, transferring calls.


• Candidates must have the ability to transport equipment from office to home (micro desktop, 2 monitors, keyboard, mouse, headset) - not public transportation.

Successful ATHENA employees will display the following characteristics:

• You strive to be the best in your field currently and in the future.


• You like to make your employer look good.


• You find solutions, where others only see problems.


• You are proactive, you make and meet commitments, and you perform your duties exceedingly well.


• You are aware of the employer’s needs at all times and are well-versed in what you personally and ATHENA can offer them as a whole.


• You have the ability to work with diverse, integrated, deliverable-driven teams to accomplish the larger mission.

The benefits of working for ATHENA include:

· Support from a team of professionals committed to making your life better.

· Medical, dental and vision insurance available for full- time employment  

· Health Savings Account

· Pet insurance.

· 401k with a generous employer match.

· ATHENA paid Life and Accidental Death & Dismemberment Insurance for employee.

· Additional Voluntary Life and Accidental Death & Dismemberment Insurance for employee, spouses, and children.

· Short and Long Term Disability.

· Employee Assistance Program (EAP).

· Easy to use employee self-serve HR portal.

· Sick leave varies by state – be sure to inquire with your Recruiter.

The statements in this Job Posting are intended to describe the general nature and minimum level of work required.  The content should not be construed as a complete list of all duties, responsibilities, and skills required to meet the criteria for this position.  Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Application for employment is not intended to and does not create a contract or offer of employment and if hired, employment with the company is on an at-will basis and could be terminated at the will of either party.

ATHENA Consulting LLC does not discriminate in hiring based on federally protected classifications to include but not limited to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, marital status or other characteristics protected by law.  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

#MSP