Education And Compliance - Call Center Agent

Job Description Call Center Agent (AZDOR Education & Compliance)

Location: Phoenix, AZ (100% Remote Within 1 hour of Phoenix or Tucson)Agency: Arizona Department of Revenue (AZDOR)Division: Education & CompliancePosition Type: Staff AugmentationHours: 40 hours/week, Day ShiftDuration: 6 months (with possible extension)Projected Start Date:March 16, 2026Onsite Requirement: First day orientation in Phoenix

The Arizona Department of Revenue (AZDOR) is seeking Call Center Agents to join the Education & Compliance team. The ideal candidate will professionally and courteously assist taxpayers with inquiries related to individual and business tax compliance, delinquency, and general information.

This is a fast paced, customer focused call center role requiring strong communication skills, accountability, and a positive attitude. Candidates must be local to the Greater Phoenix metro area (or within 1 hour of Phoenix/Tucson) and available for onsite orientation on day one.

• Handle inbound calls related to tax compliance and general tax information.
• Resolve Tier 1 level issues efficiently and accurately.
• Review and update taxpayer accounts in multiple systems.
• Verify and collect key information while engaging with customers.
• Educate taxpayers on online tools, resources, and tax policies.
• Submit payment arrangement requests when appropriate.
• Document all actions and interactions accurately.
• Participate in team meetings and engagement activities.
• Meet all performance and quality expectations.

• Strong ability to multitask in a fast paced environment.
• Proficiency with Microsoft Word, Excel, and Google Workspace.
• Basic math proficiency (addition, subtraction, multiplication, division).
• Strong verbal and written communication.
• Excellent interpersonal and customer service skills.
• Ability to learn and retain new information quickly.
• Organized, detail oriented, and goal driven.
• Creative problem-solving ability.

• Spanish-speaking
• Experience participating in process improvement activities
• Banking or finance industry background

• Minimum 1 year of recent call center experience.
• Previous two roles must each include at least 1 consecutive year in a fast paced call center.
• Experience in national call centers in industries such as:
  • Finance/Banking
  • Insurance
  • Telecommunications(Technical support call center experience is not accepted.)

• Banking or finance industry background
• Participation in process improvement initiatives

• High School Diploma or GED

Preferred: Associate degree or higher

• Must pass state and federal background checks, fingerprinting, and a 5 year Arizona tax filing review.
• Must attend the first day of orientation onsite in Phoenix.
• Must have reliable transportation to pick up and transport issued equipment (desktop, monitors, peripherals).
• Must have hardwired high speed internet.
• If using a 5G router, bring it on Day 1 for IT configuration.
• Attendance during the 3 week training period (8:30 AM 5:00 PM) is mandatory.
• Must be available for a flexible schedule between 7:45 AM 5:15 PM, Monday Friday.
• Remote interviews; fully remote work after orientation.
• Candidates must be available for in-person interviews within 1 week of posting
• Short-term job histories are unlikely to be selected.

• Potential for permanent placement based on performance, dependability, and cultural fit.