Customer Service Representative III

2 weeks ago

Santa Ana, CA, United States Optima Tax Relief Full time
POSITION SUMMARY

The Customer Service Representative III for Optima Tax Relief, LLC ("Optima") is located in the Santa Ana, California office and reports to the Customer Service III Team Lead. The Customer Service Team aims to provide Optima members with an excellent experience to continue to build value and confidence in the Optima brand. The ultimate goal is to enhance member satisfaction and build relationships with Optima's members. To this end, the Customer Service Team treats each customer in a professional, courteous, respectful, and ethical manner. Team members are trained to actively listen to the member's needs and to respond appropriately. All this is done while ensuring compliance with federal/state disclosure requirements and explanatory statements.

This role is relied upon to answer inbound calls from members for status updates. The incumbent will communicate in an open, helpful, and engaging tone to answer members' frequently asked questions. Additionally, this position will work with various teams to address member concerns in a high-volume professional environment. This role must also champion Optima's culture and Core Values and help to deliver the best customer experience.

ESSENTIAL DUTIES & RESPONSIBILITIES

The essential functions include, but are not limited to the following:
  • Collect on outstanding document requests required to properly service a member's case.
  • Respond to inquiries from existing members and receive inbound calls for status updates.
  • Act as liaison between member 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.
In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.

EDUCATION AND 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.
  • Member focus, high sense of urgency, and professionalism.
  • Proficient and comfortable with office equipment (Computer skills - Microsoft Office, Outlook).
  • Team player.

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