Job Description

IRS Call Center Representative (Order Entry Clerk)

NTI Job Code: CS-2007-005

• These are part-time, seasonal positions set aside for people with disabilities under the Javits-Wagner-O'Day Act. From a home base telephony connected work station, agents will answer calls from the public and take orders for IRS Forms and Publications. Those who perform well in this seasonal are likely to be offered year-round telework with one or more of NTI's work employment partners.
• Work from your home almost anywhere in the United States as a Customer Service Representative (CSR) for a virtual call center.
• Answer incoming telephone calls in a fast-paced work environment while using your computer to download and enter information over the Internet.
• Based on the needs of the business during January-March tax season, it is essential that each order entry clerk commit and be able to work a between 15-30 hours per week.
• In addition, we have need for a significant number of order entry clerks who can work 25 hours or more per week during tax season
• The Department of Labor sets the hourly wage rates for these positions. The rates range from $8.00-$16.00 per hour and depend upon the county you reside in. You will also earn an additional $3.01 per-hour non-taxable benefit that is paid into a Health Reimbursement Account (You will receive more details on this benefit during your training).
• Internet and phone requirements (described below) will be subsidized. You will earn $1.00 per hour worked up to the lower of (1) your actual expenses incurred or (2) a maximum of $80.00 per month to apply towards these costs. (You will receive more details on this subsidy during your training.).
• Bilingual Spanish-English opportunities are also available. You must be fluent in both Spanish and English.

Personal Requirements

• United States citizen or legal resident
• High School diploma or equivalent
• Excellent verbal and written skills, including grammar and voice quality
• Able to listen, read, write, retain, and use information
• Able to multitask on a personal computer while conducting telephone conversations
• Technical skills
• Experienced with and proficient in computer use
• Familiar with Microsoft Office Products
• Able to maintain your own computer equipment and both Internet and telephone connectivity
• Knowledgeable and experienced in using the Internet
• Pass a U.S. government background investigation consisting of:
• Employment verification
• Education verification
• Social Security status
• Criminal background check
• Tax payment compliance and currency
• Credit check
• Commit to be available to work a minimum of 15-30 hours per week
• Successfully complete training and attain required performance expectations within a specified period of time
• Self Sufficient and dependable

Pluses

• College preferred
• Customer service experience desired
• Bilingual Spanish-English skills

Job Performance Requirements

• Function comfortably in a fast-paced, performance-based call center environment where every call is monitored, recorded, and assessed to see if you meet required performance levels.
• Carry out several tasks at the same time:
• Take rapidly-arriving incoming telephone calls one immediately after another
• Conduct yourself and answer customer inquiries in a courteous and professional manner
• Search for and enter information on your computer, moving between 2 or more open browser windows on the desktop, while you are on the phone
• Follow the processes and procedures that the call center defines for handling calls on every call. These include:
• Answer incoming calls on the first ring
• Follow specific scripts your call center managers provide for you
• Provide callers with accurate and complete answers
• Work the number of hours per day determined by the call center and the needs of their business.
• You must be able to work:
  • January 2-4, 2008
  • January 7, 2008
  • January 14, 2008
  • January 22-23, 2008
  • January 28, 29, 30, 31, 2008
  • February 1, 2008
  • No vacation or time off will be granted from January 1, 2008 to April 15, 2008. The ability to work Mondays is important.
• You must be available to work 4 hours between 11 AM - 4 PM EST Monday through Friday (Evening hours are very limited).
• Type 20 wpm

Equipment and Home Office Requirements

• Computer with Microsoft Windows operating system
• High speed Internet access via Cable, DSL, FIOS.
  • Not acceptable: Dial-up, wireless, microwave, satellite or VoIP.
• An open telephone line during work hours which is dedicated to work
• Printer
• Quiet and safe home office space. Absolutely no background noise is permitted.
• Click to review more detailed home office requirements (adobe pdf document)

How to Apply

• If you are interested and feel you are qualified for this home based work opportunity, NTI welcomes you to complete an online application. Simply click the "Continue with Applications" button below.
• Candidates who have already applied with NTI in the past 24 months, do not need to complete another application.
  • Candidates with an application already on file can write an email letter of interest to NTI's recruiting department noting your interest in this position.
• Applicants will be contacted within 10 business days of their application/email letter of interest.