Customer Service Representative (Bilingual)

As the Call Review Analyst at Optima Tax Relief, LLC ("Optima") this role reports directly to the Associate Director of Compliance. This role is responsible for monitoring and documenting Sales and Servicing Staff service quality in support of the departmental quality goals and initiatives. The team evaluates both verbal and written client contact by Sales and Servicing staff for accuracy and for success in executing superior service and quality to our clients. This position participates in the design of all quality monitoring formats and quality standards. As part of Optimas Risk Management team, Call Review Analysts will help document the quality results and provides feedback and trend data to Management as required.

Essential Duties & Responsibilities

• Ensure that Sales and Servicing staff are delivering a high level of customer service through monitoring of calls and reviews of emails for accuracy and call handling standards
• Screen specific call inquiries from the Executive Review Board team to confirm validity of client claims and report non-compliance issues to Management
• Identify and report non-compliance issues to Management for review, as well as assist to develop appropriate corrective actions
• Assist in developing metrics and facilitating Call Review Calibrations to ensure consistency in calls review scoring, identify areas within guidelines that need refinement and to provide feedback to Management regarding specific trends
• Prepare and analyze quality reports for Management review
• Maintain regular verbal and written communication with internal departments and collaborate with other members of the same department
• Perform other tasks as assigned by the Associate Director of Compliance
• 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.
• $16.00 hr & commission

Education & Experience Requirements

• GED or equivalent
• 1 or more years relevant experience.
• Strong Multitasker
• Excellent Organizational, Time-management, Written, and Communication Skills
• Meticulous Attention to Detail and High Sense of Accountability
• Self-starter, industrious, and motivated
• Proficient and comfortable with office equipment (Computer skills Microsoft Office, Outlook)
• Understanding of Microsoft 365 tools such as Sharepoint, Forms, and Microsoft Teams
• Familiarity with SalesForce software
• Ability to remain focused and Productive in a Fast-Paced Environment
• Strong Work Ethic and Commitment to Excellence
• Team Player

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift
• Morning shift
• No nights

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Santa Ana, CA 92704: Reliably commute or planning to relocate before starting work (Required)

Language:

• Spanish (Required)

Work Location: Hybrid remote in Santa Ana, CA 92704