Senior Call Center Representative

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. The Senior Call Center Representative mentors and provides training as needed and assists the Escalation Team with escalated calls.

Inbound Calls

• 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 address questions or concerns
• Communicates status of assignments to the lead or supervisor

Task Research

• 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

Leadership

• Mentors and monitors the Call Center Representatives and any new team members
• Assists other team members with workload when necessary

TEAMWORK

• Ensures Call Center goals are met and customer SLA's are maintained
• Actively participates in team huddles and meetings

This position will perform other duties as assigned based on the needs of the department.

Salary range: $18.28 - $22.00