Virtual Amazon Customer Service Jobs in Rio Rancho, NM

$16.50 - $24.75 Hourly
$34,320 - $51,480 Annually
This position is a Pay Band C2
Posting Details
Interviews are anticipated to be conducted within one week of the advertisement closing
Applicant use of Artificial Intelligence tools is prohibited during interviews.
This position will be required to be fluent in Spanish.
PLEASE MAKE SURE TO ATTACH YOUR TRANSCRIPTS TO CERTIFY DEGREE (IF APPLICABLE)
Why does the job exist?
The Audit and Compliance Division (ACD) enforce compliance with New Mexico tax laws. ACD employs a variety of tax research tools to analyze tax data to improve efficiency, streamline processes, improve customer service, and to develop new compliance programs and tax collection initiatives. The most crucial aspect of this position is prioritizing customer service in the public facing functions. This position may provide customer service in person, over the phone, via mail and fax, or in a virtual environment, based on business need and available mechanisms for communication. The position generally performs these duties in the district office and interacts with customers to provide information in response to inquiries and to handle and resolve complaints.
How does it get done?
Customer service representative (CSR) provides a valuable link between the Department and the taxpayers of NM. They are responsible for responding to taxpayer inquiries and making sure that any problems they are experiencing are resolved. CSR's investigate and resolve customer complaints. CSR's collect, research, and review information through written or electronic correspondence to ensure legal compliance; ensure that appropriate changes are set in motion and follow up on the recommendations to ensure customer satisfaction; keep records; prepare reports; and may recommend improvements in methods and procedures, goals, manuals, controls, and systems. Customer service representatives may do their work by telephone in call centers, by e-mail, fax, post, or face-to-face. Customer service representatives use computers, telephones, and other technology extensively in their work. Customer service representatives are responsible for:
*Reviewing tax documents and processes documents and payments for taxpayers.
*Researching accounts and assists customers with account issues and tax programs.
*Providing guidance with completing proper forms and informational materials.
*Investigating and resolving customer complaints about service, billing and related matters.
*Collecting, researching, and reviewing information in person, by telephone, or through written or electronic correspondence to ensure legal compliance; ensure that appropriate changes are set in motion and follow up on the recommendations to ensure customer satisfaction; keep records; prepare reports; and may recommend improvements in methods and procedures, goals, manuals, controls, and reply systems.
Who are the customers?
State of New Mexico Taxpayers.
Ideal Candidate
* High school diploma or GED
* One and one half (1.5) years' work experience in office administration and/or customer service and experience in customer service and internal and external customers via in person, telephone and written communication in high stress situations.
The following skills are preferred:
*Active Listening
*Critical Thinking
*Social Perceptiveness
*Negotiation
*Customer and Personal Service
Minimum Qualification
High School diploma or equivalent.
Employment Requirements
Must possess and maintain a valid New Mexico Driver's License. Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment. Must be current with all tax reporting/payment. Employment is subject to pre-employment criminal background check to include fingerprint checks and is conditional pending results.
Working Conditions
Office environment. Frequent long periods of sitting and working on a personnel computer. Occasional but essential bending or twisting at the trunk. Occasional but essential squatting, stooping, kneeling and reaching above the head. Continuous close exposure to VDT's, CRT's, or UV rays. Occasional but essential working in loud noise areas. Required to frequently meet deadlines with severe time constraints. Continuous interacting with the public required to include occasional irate customers. Frequent multiple demands from several people. Instate and occasional out-of-state travel required.
Supplemental Information
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Agency Contact Information: Colin Welch (505) 670-8033, Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.