Senior Call Center Representative

About the role

The Senior Call Center Representative ensures LERETA external and internal customers consistently receive accurate and timely responses to inquiries concerning tax service and property tax matters. The role provides effective customer service by using excellent, in-depth knowledge of company policies and procedures and maintaining a positive, empathetic and professional attitude.

Responsibilities

• Processes a high volume of incoming routine calls
• Provides responsive assistance to homeowner, lender, and third-party calls regarding various tax inquiries for outsourced customers at first resolution
• Responds to customer calls and/or email requests addressing questions or concerns
• Communicates status of assignments to the lead or supervisor
• Initiates task research for tax liens/sales, delinquent taxes, duplicate tax payments and proof of payment in response to homeowner inquiry
• Notates tax bill correspondence received from homeowner on lender system and forward to the appropriate processing team
• Returns homeowner calls as necessary, once research is complete
• Mentors and monitors the Call Center Representatives and any new team members
• Affords assistance to other team members with workload when necessary

Leadership

• Ensures Call Center goals are met and customer SLA’s are maintained
• Participates actively in team huddles and meetings

Qualifications

• Excellent communication skills
• Strong problem-solving abilities
• Knowledge of tax laws and regulations
• Ability to work independently and manage multiple tasks