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 :

Team Communication :

Quality Control :

Department Support :

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

Salary range : $18.02 - $23.50

Core Competencies :

Required Education & Experience :

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.