Customer Service Representative - Resolving Delinquent Tax and State Agency Debts Remotely

Join Our Team: Providing Exceptional Customer Service in a Dynamic Remote Environment

We're seeking a highly skilled and empathetic Customer Service Representative to join our team at the Michigan Department of Treasury. As a key member of our service center team, you'll be the primary point of contact for customers, providing expert assistance and resolving complex issues related to delinquent tax and state agency debts. If you're passionate about delivering outstanding customer service and working in a fast-paced, remote environment, we encourage you to apply for this exciting opportunity.

About Our Organization

The Michigan Department of Treasury is responsible for managing the state's finances, including the collection of taxes and other debts owed to the state. Our team is dedicated to providing excellent customer service, ensuring compliance with state laws and regulations, and working collaboratively with other state agencies to achieve our mission. As a Customer Service Representative, you'll play a critical role in helping us achieve our goals and providing a positive experience for our customers.

Key Responsibilities

• Respond to customer inquiries via phone and written correspondence, providing clear and concise information regarding delinquent tax and state agency debts, as well as the collection process.
• Utilize knowledge base information from the Michigan Accounts Receivable Collection System (MARCS) and the State Treasury Accounts Receivable (STAR) system to answer customer inquiries and resolve issues.
• Process work queues and exception reports generated from MARCS and STAR, ensuring timely and accurate resolution of customer issues.
• Handle escalated inquiries from customers to the contracted private collection agencies, providing expert assistance and resolving complex issues.
• Update and retrieve account information in STAR, ensuring accurate and up-to-date records.
• Provide assistance regarding departmental policies, procedures, and some points of law, demonstrating a strong understanding of our organization's operations and regulations.

Essential Qualifications

To be successful in this role, you'll need:

• A high school diploma or equivalent.
• At least one year of experience responding to customer inquiries and resolving problems in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders.
• Strong problem-solving and analytical skills, with the ability to navigate complex issues and provide timely resolutions.
• Proficiency in using computer systems and software applications, including MARCS and STAR.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience working in a call center or customer service environment.
• Knowledge of tax laws and regulations, or experience working in a related field.
• Proficiency in using case management tools and knowledge base systems.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple work queues.

Skills and Competencies

To excel in this role, you'll need to possess:

• Customer Service Skills: Ability to provide exceptional customer service, responding to customer inquiries and resolving issues in a timely and professional manner.
• Communication Skills: Strong written and verbal communication skills, with the ability to effectively communicate with customers, colleagues, and stakeholders.
• Analytical Skills: Ability to analyze complex issues, identify solutions, and provide timely resolutions.
• Technical Skills: Proficiency in using computer systems and software applications, including MARCS and STAR.
• Problem-Solving Skills: Ability to navigate complex issues, identify solutions, and provide timely resolutions.

Career Growth Opportunities and Learning Benefits

As a Customer Service Representative with the Michigan Department of Treasury, you'll have opportunities for career growth and professional development. Our organization is committed to providing ongoing training and support to help you succeed in your role and advance in your career. You'll have access to:

• On-the-job training and coaching to develop your skills and expertise.
• Professional development assistance, including training programs and educational opportunities.
• Opportunities for career advancement within the department.

Work Environment and Company Culture

We're a dynamic and supportive team that values collaboration, innovation, and customer service. As a remote employee, you'll have the flexibility to work from home and enjoy a better work-life balance. Our company culture is built on:

• A commitment to providing exceptional customer service.
• A collaborative and supportive team environment.
• A culture of innovation and continuous improvement.
• A flexible and adaptable work environment.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A hourly rate of $20.26 - $27.91, depending on experience.
• A comprehensive benefits package, including health, dental, and vision insurance.
• Retirement savings options, including 401(k) and 401(k) matching.
• Paid time off and parental leave.
• Flexible schedule and work-from-home arrangements.
• Professional development assistance and on-the-job training.

Join Our Team!

If you're a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Customer Service Representative with the Michigan Department of Treasury, you'll play a critical role in helping us achieve our mission and providing a positive experience for our customers. To apply, please visit our website and complete a full application.