Call Center Customer Service Representative

3 weeks ago

Santa Ana, United States Optima Tax Relief Full time

Come join Optima’s award-winning customer service team and make a difference in helping them find a resolution for their tax issues
- Must be able to start on 03/25/2024 for training. Training is 5 days/week in the Santa Ana office for 30 - 60 days (depending on performance). After successful completion of training, you may transfer to a hybrid role of 3 days/week at home and 2 days/week in the office._

**ABOUT OPTIMA**:
Optima Tax Relief is the industry leader in helping Americans nationwide deal with the aggressive collection policies of the State/IRS tax agencies. Our tax professionals have resolved tax issues for thousands of clients as Optima has the experience to resolve almost any IRS problem.

In addition to helping our clients, Optima takes pride in our fun, inviting, developmental, and inclusive culture We hold many events for our employees and their families throughout the year to include things such as volunteering opportunities, picnics, cultural celebrations, and much more Come join our award-winning culture today
- International BBB Torch Award for Ethics 2023 winner
- BBB Torch Award for Ethics 2017 and 2021 winner
- Inc. 5000 - 7x Honoree for excellence
- Orange County Register Top Workplace winner 8 times
- Gold Stevie Awards winner 6 times for customer service
- Civic 50 - 6x Honoree for our charitable fundraising and volunteering initiatives
- Comparably winner of 8 awards for Diversity, Company Culture, Work-Life Balance, Career Growth, best HR Teams, and best CEO

***:
As a Customer Service Representative, you will work in a high-volume call center environment where your aim is to provide Optima clients with an excellent experience to continue to build value and confidence in the Optima brand. The ultimate goal is to enhance client satisfaction and build relationships through providing professional, courteous, respectful, and ethical customer service while responding to client needs appropriately and in compliance with federal and state requirements.

**ESSENTIAL DUTIES & RESPONSIBILITIES**:

- Collect on outstanding document requests required to properly service a client’s case.
- Respond to inquiries from existing clients and receive inbound calls for status updates.
- Act as liaison between client and the Case Manager or the Tax Preparer assigned.
- Use time management skills to prioritize daily workload and calls received.
- Provide outstanding customer service through first call resolution.
- Other duties as assigned.

**EDUCATION & EXPERIENCE REQUIREMENTS**:

- High school diploma or equivalent education required.
- 2 plus years' relevant experience preferred.

**KNOWLEDGE, SKILLS, & ABILITIES**:

- A positive mindset and "get-it-done" attitude.
- Strong interpersonal, written and verbal communication skills.
- Type a minimum of 35 WPM.
- Strong work ethic and commitment to excellence.
- Client focus, high sense of urgency, and professionalism.
- Proficient and comfortable with office equipment (Computer skills - Microsoft Office, Outlook).
- Team player.

**BENEFITS**:

- $17/hour with the opportunity for promotion to level IV within 30 - 90 days making $18/hour.
- GROWTH OPPORTUNITIES - We hire from within whenever possible
- An award-winning culture
- Tuition reimbursement programs
- 401(k) with employer matching
- Health/dental/vision
- Flexible spending account (FSA)
- Employer paid life insurance
- Supplemental insurance (Short-term disability, long-term disability, critical illness, hospital indemnity, etc.)
- Employee Assistance Program
- Paid parental bonding
- Paid vacation and sick time
- Quarterly volunteer time off
- Employee referral bonus
- Etc.

Pay: $17.00 per hour

Expected hours: 40 per week

Experience level:

- 1 year
- 2 years

Shift:

- 8 hour shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person

**Experience**:

- call center customer service: 2 years (required)

Ability to Commute:

- Santa Ana, CA 92707 (required)

Work Location: In person

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