Customer Service Representative 6-E8

This position serves as the primary customer contact in a service center environment utilizing knowledge base and case management tools to assist customers. This employee interacts with taxpayers/debtors and their authorized representatives via the telephone and written correspondence, including handling escalated inquiries from customers to the contracted private collection agencies. In accordance with established service center standards, this position provides assistance regarding the resolution of delinquent tax and state agency debts and the collection process. This position utilizes knowledge base information from the Michigan Accounts Receivable Collection System (MARCS) to answer customer inquiries regarding departmental policies, procedures, and some points of law. This employee also utilizes the State Treasury Accounts Receivable (STAR) system to update and retrieve account information regarding delinquent tax and state agency debt accounts. Further, this employee processes work queues and exception reports generated from MARCS and STAR.

Education
Educational level typically acquired through completion of high school.

Experience
One year of experience responding to customer inquiries and resolving problems.