Senior Call Center Representative

Lereta Llc; Pomona (CA); On-site; USD 25,000 - 30,000; Full time

Job summary

LERETA is seeking a Senior Call Center Representative in Pomona, CA to answer tax service inquiries, mentor teammates, and support the Escalation Team with escalated calls.

You will handle high volume inbound calls and emails from homeowners, lenders, and third parties, providing timely, accurate information and ensuring SLAs are met.

Qualifications

• Experience in customer service in tax or mortgage sectors.
• Strong communication and empathy in handling inquiries.

Responsibilities

• Processes a high volume of incoming routine calls.
• Provides responsive assistance to homeowners, lenders and third-party callers regarding tax inquiries at first resolution.
• Responds to customer calls and/or email requests addressing questions or concerns.
• Mentors and trains team members as needed.
• Ensures Call Center goals and SLAs are met.

Job description

901 Corporate Center Dr
Pomona, CA 91768, USA

Description

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.

• 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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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