Skilled Researcher

Perdue Brandon Fielder Collins and Mott‚ LLP; Houston (TX); On-site; USD 17,000 - 22,000; Full time

Job summary

Perdue Brandon Fielder Collins & Mott LLP seeks a call center professional to handle inbound and outbound calls with taxpayers, arranging payment plans and researching accounts. The role requires ability to use multiple systems, train new hires, and maintain reliable attendance.

Ideal candidates have 1–2 years of call center experience, high school diploma or equivalent, and may have some college coursework. Bilingual skills (Spanish, Vietnamese) are a definite plus.

Qualifications

• Decision-making ability to work independently and balance Firm, customer interests
• Creative problem-solving for varying call scenarios
• Ability to handle difficult customers with diplomacy and tact
• Flexibility to work in a dynamic telecommunications environment
• Ability to meet production objectives and adhere to schedules

Responsibilities

• Receive inbound calls and/or make outbound calls to taxpayers to arrange payment agreements
• Research accounts, lienholders, and request title work and probate as required
• Navigate multiple computer systems using headset and terminal
• Meet daily, weekly, and monthly production objectives
• Train new hires and ensure punctual arrival and adherence to schedule

Skills

Decision-making

Creative problem-solving

Deal with difficult people

Adaptability

Stress tolerance

Education

High School diploma or equivalent

Some college

Job description

Established in Amarillo, Texas in 1970, Perdue Brandon Fielder Collins & Mott LLP ("Perdue Brandon") is one of the oldest law firms providing collection services and related legal representation to government entities. Our clients include school districts, cities, counties, hospital districts, appraisal districts and other governmental entities. Perdue Brandon continues to grow and currently has 14 primary offices in Texas and multiple satellite locations in Texas, Oklahoma, and Florida servicing clients in seven states.

For more information on our Firm, please visit our website at www.pbfcm.com.

Essential Job Functions:

• Receiving inbound calls and/or make outbound calls to taxpayers to arrange payment agreements
• Responsible for finding contact information and perform research on accounts, research lien holders, and requesting title work and probate as required
• Must be able to utilize headset and computer terminal and navigate through multiple computer systems to input and retrieve information.
• Position requires ability to work in a very structured environment with a diverse workforce.
• Meeting daily, weekly, and monthly production objectives.
• Must be able to adapt to dynamic, quickly changing telecommunications environment.
• Accountable for call quality, attendance, and adherence to work schedule results
• Position requires training new hires
• Must arrive on time and consistently adhere to schedule

Required Experience:

• Previous office experience required, 1-2 years Call Center Experience preferred, 6 months of experience within the call center at Perdue Brandon Fielder Collins and Mott preferred
• Bilingual skills a plus, Spanish, Vietnamese a definite plus

Required Education:

• High School diploma or equivalent (Required)
• Some college (Preferred)

Preferred Skills

• Decision-making skills – Call Center professionals must be able to work independently and make decisions that balance the interests of the Firm, and the customer and make decisions that are cost effective.
• Creative problem-solving skills – Every call is different, responding to these challenges demands quick and creative solutions.
• Ability to effectively deal with difficult people – Customers can be difficult, and you need to be able to respond to difficult behavior with diplomacy and tact.
• Little need for control – People who have a great need for control or rigid structure might find call center work challenging, call center work is unpredictable, chaotic and in a constant state of flux.
• Tolerance for stress – Candidates must demonstrate a healthy response to stressful situations and an ability to maintain control in the midst of chaos.

Work Environment:

This position involves:

• Sitting at a computer most of the day
• Utilizing a headset and being on the phone frequently
• On the job training
• Annual performance reviews

Physical Demands:

While performing the duties of this job, the employee is regularly required to walk, sit, speak, and hear. The employee is required to stand, use hands to finger, handle, or feel; reach with hands and arms; the employee may be required, on occasion, to stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus. Employee may be required to travel by air or car.