Social Media Quality Assurance Specialist

Optima Tax Relief is the leading nationwide tax resolution firm helping people solve their IRS tax problems and is the largest of its kind in America. We work to build relationships with our thousands of clients and the IRS alike so that we can offer representation to taxpayers with a variety of tax issues. Our potential clients are in need of a number of services, including but not limited to the following:

  • Help with IRS tax audits
  • Filing past-due tax returns
  • Removing an IRS levy or federal tax lien
  • Setting up tax payment plans
  • Removing wage garnishment
  • Filing an offer in compromise

Orange County Register Top Workplaces, 2015-2017
America's Fastest Growing Private Companies Winner of INC. 5000, 2015-2018
Winner of the Better Business Bureau's Torch Award for Ethics
CEO Named a Top CEO by Glassdoor, 2018


WHY OPTIMA TAX RELIEF:
  • Strong Company Core Values
  • Commitment to Positive Client Experiences
  • Ethical Work is conducted with the Highest Level of Integrity...Always
  • Strong Corporate Culture: Community Outreach, Interactive Wellness Program, Knott's Day...There's Always Something to Look Forward to!
  • Employee Development and Potential Career Advancement
  • Expansion, Innovation and Professional Growth!

SOCIAL MEDIA QUALITY ASSURANCE REPRESENTATIVE

A DAY IN THE LIFE:

The Social Media Quality Assurance Specialist evaluates both verbal and written client contact by Sales and Servicing staff. This person participates in the design of all quality monitoring formats and quality standards. The Social Media QA Specialist will consistently review the calls and correspondence of Sales and Servicing staff for accuracy and for success in executing superior service and quality to our clients, documenting the quality results and provides feedback and trend data to Management as required.
  • Review and assess negative reviews posted on social media channels
  • Process daily activity report and prioritize daily tasks
  • Communicate with clients to investigate and resolve concerns, resulting in removal of initial post
  • Authorize and minimize refunds based on a case by case bases, communicating final amount with client
  • Maintain high call volume of in and outbound calls, including escalated calls
  • Collaborate with other departments to obtain case information
  • Achieve a satisfactory resolution with clients resulting in the removal of negative reviews
  • Maintain metrics to track level of performance feedback to Supervisors and Managers, as appropriate.
  • Delivering a high level of customer service through monitoring of calls and reviews of emails for accuracy and call handling standards
  • Prepare and analyzes quality reports for Management and General Counsel review

WHO YOU ARE:
  • A Strong Multitasker
  • You Possess Excellent Organizational, Written, and Communication Skills
  • Proficient and comfortable with office equipment (Computer skills - Microsoft Office, Outlook)
  • Remain focused and productive in a fast-paced environment
  • You Hold a Strong Work Ethic and are Committed to Excellence
  • A Team Player

WHAT MAKES YOU STAND OUT:
  • 1-3 Years of Previous Call Center Experience, Handling Escalated Calls
  • Proven Ability to Diffuse Client Concerns
  • Experience using Salesforce CRM and Social Media Platforms

WHAT WE OFFER:
  • $15-17/hour + monthly commissions based on performance
  • Medical, Dental, Vision, Supplemental Insurance
  • 401K and Company Match Plan
  • Tuition Reimbursement Program
  • Hardship Program
  • Paid Time Off (Vacation, Sick, Holiday and Optional Holidays)
  • Career Opportunities
  • Award Winning Work Culture!


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