Sr. Customer Service Representative - Pioneer Credit Recovery, Inc.

Pioneer Credit Recovery, Inc., a subsidiary of Business Processing Solutions, LLC is a nationwide leader in CX outsourcing solutions—Pioneer has provided compliant, compassionate, and intelligent customer service solutions to clients and their constituents for more than 40 years.

POSITION SUMMARY

The Senior Customer Service Representative will effectively communicate to taxpayers, speaking on behalf of the State of New Jersey, all qualifications and guidelines concerning the Property Tax Relief program and will answer all questions posed by taxpayers concerning the Property Tax Relief program. Additionally, the Senior Customer Service Rep will mentor team members and will assist with escalated calls, quality assurance and compliance adherence.

WORK LOCATION

308 W. Route 38, Moorestown, New Jersey 08057

WORKING HOURS

Monday-Friday 8:30AM-5:30 PM

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answers calls from taxpayers, speaking on behalf of the State of New Jersey, in regard to Property tax relief or any other calls assigned by the division. Ensure that all information disseminated to the public meets all Division guidelines. Assists the supervisors with the development of performance standards by reviewing and evaluating team performance while ensuring compliance with State guidelines for call center.

Answering Calls for New Jersey Property Tax Relief Hotlines

• Respond to all taxpayer requests received in an efficient, accurate and professional manner.
• Ensure all customer service standards are being met
• Review and analyze accounts to ensure applications are filed correctly
• Files on behalf of taxpayer when applicable
• Communicates refund amounts
• Confirms all taxpayer information is current
• Make necessary adjustments to accounts when applicable.
• Advises taxpayers where to mail correspondence required by the Division to complete processing.            
• Adjust the taxpayers address in the States system to reflect their most current address.
• Mail out appropriate forms to taxpayers who request them.
• Report any call trend changes immediately to management staff

Assisting Supervisors                                                                                                           

• Answer questions from call center representatives
• Assist with quality assurance by reviewing calls and adjustments on accounts
• Assist supervisors with checking of adjustments, referrals and any other form requests
• Notify the supervisor when compliance standards are not being met
• Assists the supervisor by analyzing and summarizing statistical data to improve to agent’s development.
• Other duties as assigned

EDUCATION / EXPERIENCE / SKILLS

• High School Diploma or GED from an accredited institution required
• 6 months experience as a customer service representative on Call Overflow
• Passing marks on FDCPA and all New Jersey Department of Revenue testing
• Previous sales or Customer service experience
• PC experience in a windows environment
• Basic keyboarding skills
• Leadership experience
• Effective written and verbal communication skills
• Good mathematical skills including calculator skills
• Ability to meet aggressive daily, weekly, and monthly production and quality goals
• Perform job functions in a satisfactory manor
• Ability to quickly adapt to changes in procedures
• Write clearly and concisely
• Strong organizational skills and the ability to meet tight deadlines

DECISION-MAKING LATITUDE

PHYSICAL DEMANDS/WORKING CONDITIONS

Standard Office Environment, involving computer work, paperwork, and meetings

SUPERVISORY RESPONSIBILITIES

None

ADDENDUM

COMPENSATION & BENEFITS

Business Processing Solutions, LLC offers a professional environment, stability, upward mobility, and a wide breadth of benefits.

We offer our full-time regular employees who meet eligibility criteria the following:

• Medical, Dental, & Vision Insurance
• Healthcare & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contribution
• Company Paid Life and AD&D Insurance
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program (EAP)
• Business Travel Accident Insurance
• Corporate Travel Discounts
• Bonus & Incentive Compensation Programs
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor)

Paid Time Off including:

• 9 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Bereavement

Other Voluntary Benefits:

• Life and AD&D Insurance
• Critical Illness
• Accident Insurance
• Identity Theft Insurance
• Pre-paid Legal Insurance

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.  All employees are required to perform duties outside their normal responsibilities from time to time, as needed.  The Company reserves the right to modify this description in the future, with or without notice to the employee.  This job description does not create an employment contract, implied or otherwise, and employment with the Company remains at will.  These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.

Salary : $19 - $22