Customer Service Representative

Job Details

Job Location: Flex CA Office

• Santa Ana, CA

Position Type: Full Time

Education Level: None

Salary Range: $16.00 - $16.00 Base+Commission/month

Job Shift: Day

Description

POSITION SUMMARY

The Client Liaison II for Optima Tax Relief, LLC ("Optima") is located in the Santa Ana, California office and reports to the OPP Servicing Team Lead. This role is relied upon to communicate with our Protection Plan clients who may have graduated from Optima's resolution program and have established resolution in addition to any retail or partner clients. Communications are completed primarily via phone with some email communications. This position requires professionalism while delivering exceptional service collecting necessary documents from our clients for services being performed, updating clients on the status of their IRS account, working within our CRM and shared sheets to complete and update tasks, assisting clients in their tax compliance, and communicating with clients and other team members should clients need additional resolution services. 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:

• Ensure clients are updated primarily by phone communication along with some email communication regarding their IRS account status concerning any collections, notices, recent updates, audits, or other tax account information to prevent levies and provide a smooth client experience.

• Interact with Tax Professionals, clients, and other departments by phone, email, and other business platforms.

• Prioritize case load and assignments.

• Multitask while communicating with team members and navigating our computer systems, including our CRM, portal-based client folders, and shared sheets.

• Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information (PII). This includes, but is not limited to the handling of legal, confidential IRS documents such as IRS Transcripts and Notices according to Optima and Team policy.

• Establish contact with clients via phone and email to request pending documents.

• 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 30 days (unless prior management approval is provided). Please note that additional onsite training is expected for up to 90 days or sooner based on individual evaluation

Qualifications

EDUCATION AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent education required.
• 1 year relevant/customer service experience or 6 months in an applicable customer service role at Optima.

KNOWLEDGE, SKILLS,& ABILITIES

• A positive mindset and "get-it-done" attitude.

• Excellent organizational, time-management, written, and communication skills.

• Ability to type at least 35 words per minute.

• History of successfully exceeding goals in a fast-paced environment.

• Strong work ethic and commitment to excellence.

• Meticulous attention to detail and high sense of accountability.

• Proficient and comfortable with office equipment (Computer skills

• Microsoft Office, Outlook).

• Strong ability to multi-task.

• Team player.

• Strong listening skills with the ability to understand and influence people.

EDUCATION AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent education required.
• 1 year relevant/customer service experience or 6 months in an applicable customer service role at Optima.

KNOWLEDGE, SKILLS,& ABILITIES

• A positive mindset and "get-it-done" attitude.

• Excellent organizational, time-management, written, and communication skills.

• Ability to type at least 35 words per minute.

• History of successfully exceeding goals in a fast-paced environment.

• Strong work ethic and commitment to excellence.

• Meticulous attention to detail and high sense of accountability.

• Proficient and comfortable with office equipment (Computer skills

• Microsoft Office, Outlook).

• Strong ability to multi-task.

• Team player.

• Strong listening skills with the ability to understand and influence people.