Call Center Representative

Call Center Representative (Bilingual)
Location: Pomona, CA
Shift: Monday - Friday 8:00 am - 5:00 pm (training from 6:30am - 3:00pm approximately 3 weeks)
Pay Rate: $19.00 - $22.00
Hybrid: WFH 3 Days a Week / In Office 2 Days a Week

Position Summary:
The Call Center Representative ensures that all incoming calls receive professional, courteous, accurate, and timely responses to inquiries regarding property tax matters. The role initiates and follows up on appropriate task research when necessary.

Essential Duties:
Inbound Calls

• Processes a high volume of incoming routine calls
• Completes Share fax correspondence received from customers
• 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 and as needed to address questions or concerns
• Communicates status of assignments to the Lead or Supervisor

Tax 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 as necessary, once research is complete

Teamwork

• Ensures customer SLA's are maintained

Position Requirements:

• High School diploma or equivalent
• Proficient in Microsoft Word and Excel
• Bilingual (Spanish / English) is a plus