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Title

Customer Care Representative I 

About the Organization Since 1986 LERETA's nationwide team of real estate tax and flood professionals has provided the mortgage and insurance industries the fastest, most accurate and complete access to property tax and flood information across the nation. With 5.8 million tax loans and over 12 million flood loans under service, LERETA is an industry leader committed to service excellence and providing cost-effective solutions to customers.  
Open Date 5/10/2019  
Position Customer Care Representative I  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
Category Tax&Flood  
Location Covina  
Req Number TAX-18-00474  
Description

The Customer Care Representative I will ensure LERETA external and internal customers consistently receive accurate and timely responses to inquiries concerning tax service and property tax matters.

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. Updates must be of 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.
  • Communicates status of assignments to the Lead or Supervisor.

Tax Office Contact

  • Telephones various tax offices to obtain timely and reliable tax status information.
  • Composes and send 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.
  • Attends team huddles.

Quality Control

  • Reviews incoming information. Takes reasonable steps to ensure information is accurate prior to customers.
  • When gathering data from phone, repeats key information (amounts, dates) back to source to ensure comprehension.
  • When gathering data from website or search tool, uses cut-n-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.

Position Standards

  • Must be able to perform website look-ups to obtain accurate tax billing and/or tax payment status information.
  • Must be able to complete 99% of Escalated on-line requests (RHI) within 24 hours whenever possible. If not complete, must provide detail status to customer.
  • Must be able to complete 75% of on-line requests within 48 hours whenever possible.
  • Must be able to complete 40% of on-line requests within 24 hours whenever possible.
  • Must be able to complete 9 email requests per day (volume permitting).
  • Must be able to answer 15 calls per day (volume permitting).
  • Online request quality control requirement is 90% or better.
  • Telephone quality control requirement is 90% or better.
  • Ensure regular follow-ups are updated or completed timely at a rate of 30 requests per day (volume permitting). Updates daily follow-ups with detail actions, status and next follow-up date.

 
Position Requirements
  • High School diploma or equivalent.
  • Strong verbal and written communication skills.
  • Microsoft Word and Excel familiarity.
 
EOE Statement We are an Equal Employment/ Affirmative Action Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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