Customer Care Lead

The Customer Care Lead effectively plans and organizes the Customer Care operations in coordination with the team’s strategies and objectives.  This role ensures the team provides effective customer service for all LERETA external and internal customers by using excellent in-depth knowledge of company policies and procedures.  

Workflow:

• Prioritizes daily assignments to ensure regular follow-up and timely completion.
• Updates daily follow-ups with detailed actions taken, status and next follow-up date with 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 aid as needed to address questions or concerns.
• Mentors and monitors the Customer Care Representatives
• Assist other team members with workload when necessary.
• Assigns more complex states that involve tax sales, potential property loss, etc.
• Communicates status of assignments to the Lead or Supervisor
• Prioritizes daily assignments to ensure regular follow-up and timely completion.
• Updates daily follow-ups with detailed actions taken status and next follow-up date.
• Responds to customer calls and/or email requests to aid as needed to address questions or concerns.
• Mentors and monitors the Customer Care Representatives and any new team members.
• Assist other team members with workload when necessary.
• Communicates status of assignments to the Supervisor or Manager
• Responds to escalated customer care; Cases, Client Care Request’s, and Customer Service Requests), emails (iSupport Requests) and/or telephone calls as needed.
• Creates and distributes statistical reports in absence of Supervisor or Manager
• Monitors customer care; Cases, Client Care Request’s and Customer Service Requests), emails (iSupport Requests) and telephone calls to ensure adequate coverage in absence of Supervisor or Manager
• Conducts quality control assessment of cases, iSupport and Client Care requests in the absence of Supervisor or Manager
• Handles check request approvals in absence of Supervisor or Manager
• Attends weekly calls with IT regarding open Azdo Requests for automation/customer requests/system issues.
• Works with Accounting to manage DBF research fees required for various agencies.
• Works with Accounting to manage collateral fees for customers.

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.
• Performs website searches to obtain accurate tax billing and/or tax payment 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 Supervisor and/or Manager of any tax office issues or circumstances that could jeopardize LERETA’s ability to procure tax information to our customers.
• Participate in team huddles, internal department, and customer meetings.
• Assists team members who experience work problems providing direction and resolution.
• Demonstrate effective communication with all team members within the customer care department.
• Assists other team members with workload for PTO, call outs, or back logged.

 Quality Control:

• Reviews incoming information and takes reasonable steps to ensure information is accurate prior to customers.
• Contracts are appropriate department to make any LERETA Agency Header or Reporting Calendar information corrections. Confirms all proposed changes are accurate and necessary

 Department Support: 

• Assists in Supervisor’s absence with statistical reports, check approvals, quality control and problem resolution

 

This position will perform other duties as assigned based on the needs of the department.

Salary range: $18.02 - $23.50

Core Competencies:

• Possess excellent communication skills, both written and verbal
• Ability to work in a fast-paced environment
• Demonstrate problem solving skills
• Ability to build and maintain positive working relationships with tax offices
• Ability to work independently with minimal direct supervision
• Knowledge of LERETA’s policies, procedures, and priorities
• Ability to lead and motivate a work group

Required Education & Experience: