Victor Guzman
Customer Service Representative, Richmond
Virginia Department of Taxation
Victor Guzman joined state service in 2003 after a career in the U.S. Army, where he specialized in logistics. Born in Puerto Rico, he is among the first Spanish-speaking customer service representatives hired by the agency.
This is very interesting work and something I always wanted to do, working with people.  I handle both English and Spanish-speaking customers. Whether individuals or businesses, there are always a lot of issues, a lot of problems. Once I understand the problem, I work around with the taxpayer to find a solution. I research things, review the account. If I can't find a solution, I go to people who have been here longer than me and we solve the problem.
What are the pluses and minuses of your work?
Every day I go through [being yelled at]. But many, many times I hear ‘Thank you.' It makes me feel great, very happy to hear thanks and make the customer satisfied.
There are times though when someone gets really upset, get so angry that they start using abusive language. Sometimes I try to calm them down and other times, when they don't calm down, I say something like ‘Thank you sir for calling. I have to hang up the phone now. I can't take that abusive language.'
A lot of times they will call back; sometimes they apologize, otherwise I tell them ‘I'm happy to help you, but here is my condition: If you do it again, I'm sorry, but I will end the call.'
What keeps you going?
Even with those situations, this is a really great place to work. The hours are great – where else can you find a job, come in at 8:15 and go home at 5. The opportunities with government are a whole lot better than in the private sector. I've referred some of my friends to the state and they're happy with the benefits and the hours.
I love my job and because I'm happy. I spend a lot of time here, come in early, stay late. I like dealing with different situations every day. We're on the phone constantly because we have goals to meet. We get calls from people from Chile, Nicaragua, Brazil, Mexico and of course Puerto Rico. They like being able to speak to someone in their own language. And that's why we're here, to help solve problems.
Victor Guzman, 50, is pursuing a degree at St. Leo University.
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