Description
The Customer Care Representative II ensures LERETA external and internal customers receive accurate and timely responses to inquiries concerning tax service and property tax matters. The role provides effective customer service by using knowledge of company policies and procedures and maintaining a positive, empathetic, and professional attitude toward customers. The Customer Care Representative II mentors and provides training as needed to junior team members.
Remote US
Essential Functions Essential functions of the position to be performed with or without accommodation
WORKFLOW:
• Prioritizes daily assignments to ensure regular follow-up and timely completion
• Updates daily follow-ups with detail actions taken, status and next follow-up date with sufficient detail for Lead or Supervisor to assess progress and ensure smooth transition if workload is reassigned to co-worker
• Responds to customer calls and/or email requests to provide assistance as needed to address questions or concerns
• Mentors and monitors the Customer Care Representatives and any new team members
• Assists other team members with workload when necessary
• Assigned more complex states that involve tax sales, potential property loss, etc.
• Communicates status of assignments to the Lead or Supervisor
TAX OFFICE CONTACT:
• Calls various tax offices to obtain timely and reliable tax status information
• Composes and sends e-mail or FAX requests to various tax offices to obtain timely and reliable tax status information
• Uses persistence and resourcefulness when leaving messages (call various times and days, leave concise messages) or to ensure contact accuracy (verify phone/fax with tax offices, etc)
TEAM COMMUNICATION:
• Advises Lead or Supervisor of any tax office issues or circumstances that could jeopardize LERETA’s ability to procure tax information to our customers
QUALITY CONTROL:
• Reviews incoming information and takes reasonable steps to ensure information is accurate prior to customers
• Gathers data from phone, repeats key information (amounts, dates) back to source to ensure comprehension
• Gathers data from websites or search tools, “uses cut and paste” function for critical data elements such as Tax ID to minimize transposition or typographic keystroke error
• Advises Lead or Supervisor if LERETA Agency Header or Reporting Calendar information is incorrect or outdated. Confirms all proposed changes are accurate and necessary
This position will perform other duties as assigned based on the needs of the department.
Core Competencies Required knowledge, skills and abilities
• Must be able to type 50+ wpm
• Must be able to use 10 key by touch
• Possess excellent communication skills, both written and verbal
• Ability to work in a fast-paced environment
• Ability to perform website searches to obtain accurate tax billing and/or tax payment status information
• Demonstrate problem solving skills
• Ability to build and maintain positive working relationships with tax offices
• Ability to work independently with minimal direct supervision
• Proficiency with Microsoft Word, Excel, and Access
• Knowledge of LERETA’s policies, procedures, and priorities
Required Education & Experience Education and experience based on requirements that are job-related and consistent with business necessity
• High School Diploma or equivalent
• Proficient in Microsoft Word and Excel
• Strong verbal and written communication skills
Preferred Education & Experience Preferred education and experience based on requirements that are job-related and consistent with business necessity
• Minimum 2 years real estate tax service industry experience
• Advanced knowledge of Microsoft Word, Excel, and Access
• Customer Service experience
Supervisory Responsibility The level of management responsibility
This position has no supervisory responsibilities but provides work leadership to select employees.
Salary Range: $15.74 - $21.45
