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Senior Call Center Representative

Company: LERETA, LLC
Location: Pomona
Posted on: November 15, 2022

Job 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.Essential Functions: 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 meetingsThis position will perform other duties as assigned based on the needs of the department.Core Competencies: 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 Must be able to mentor and monitor other team members Must be able to work independently and as a team, with minimal direct supervision Ability to exhibit adeptness in time management Ability to efficiently toggle between various lender systems Ability to retain and recite multiple lender scripts Ability to maintain a call quality assurance average of 90% or better Proficiency with Microsoft Word, Excel, and Access Proficiency Demonstrate problem solving skills Working knowledge of LERETA?s policies, procedures, and prioritiesJob Type: Full-time

Keywords: LERETA, LLC, Pomona , Senior Call Center Representative, Other , Pomona, California

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