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« Back to Search HEA Customer Service Rep/Researcher
Houston, TX

Date Posted: July 12, 2018
Job Type: Temporary to Hire
Job ID: 241382

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.

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

1.Conduct other research or special projects as assigned.

2. Develop research techniques that may be used by others.

3.Knowledge of call center software and reporting.

4. Knowledge of property tax, especially in the area of exemptions.

5. Knowledge of Oracle data functions such as search, input, and updates.

5. Other duties as assigned.