Job Description

The primary purpose of this position is to perform tasks related to taxpayer contact and case resolution, including specialized research on client’s or other third-party sources, for the Homestead Exemption Audit (HEA) business.

Responsibilities and Duties

• Perform contact center operations for HEA clients’ taxpayers.
• Answer telephone responses to HEA letters and other communications.
• Provide first level explanations for the letter sent by the HEA business on behalf of our Appraisal District clients.
• Under the direction of the call center manager be ready to answer telephone calls, logging in and out according to availability.
• Under direction of the HEA Policies and Procedures, ask appropriate questions to establish the validity of HSEs claimed by owners or other taxpayers.
• Establish a professional communication style with incoming telephone callers, identifying who is calling, and which letter or case is the subject of the call.
• Log appropriate responses as event notes in the case management system and update status or dates as specified in the HEA Policies and Procedures.
• Research specific aspects regarding homestead exemption eligibility, ownership, and residency.
• Use a third party research system and identify discrepancies with the case data and recommend outcomes of facts or evidence.

Qualifications

• Excellent communication skills; able to speak to and understand taxpayers and other callers regarding the issues at hand.
• Ability to work independently and in team environment to meet deadlines and fulfill research objectives.
• Use creative/new research techniques after exhausting research without results.
• Ability to learn new system and procedures.
• Knowledge of some Microsoft Office products desirable.
• Ability to be polite and professional with callers who may seem irate or demanding.
• Ability to communicate with project and client staff about results of research and provide or request evidence when required.
• Ability to research and document results of cases assigned.
• Ability to remember and document conversations with callers.
• Ability to work well with diverse groups to accomplish project goals.

Education & Experience

• Post High school or equivalent experience required.

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