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LERETA, LLC · 3 months ago

Senior Call Center Representative

Pomona, CA

Full-time

Onsite

Senior Level

$17.16/hr - $21.45/hr

LERETA, LLC is a company focused on providing tax services and property tax solutions. The Senior Call Center Representative ensures accurate and timely responses to customer inquiries while mentoring junior staff and assisting with escalated calls.

Financial Services

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 address 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

Assists other team members with workload when necessary

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

Qualification

Customer serviceMentoringTask researchTeamworkCommunication skills

Required

Ensures LERETA external and internal customers consistently receive accurate and timely responses to inquiries concerning tax service and property tax matters

Provides effective customer service by using excellent, in-depth knowledge of company policies and procedures

Maintains a positive, empathetic and professional attitude

Mentors and provides training as needed

Assists the Escalation Team with escalated 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

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

Assists other team members with workload when necessary

Ensures Call Center goals are met and customer SLA's are maintained

Actively participates in team huddles and meetings

Company

LERETA, LLC

Since 1986, LERETA has provided a full suite of national real estate tax services for residential and commercial loans, including automated online research and certification, tax bill processing, a suite of delinquent tax services, and customized tax outsourcing service programs.

Founded in 1986