TAXPAYER INFORMATION GROUP LEADER - Assessor's Office

Cook County • Chicago, IL

9d • Hybrid

About The Position

Reporting directly to the Assistant Manager of Taxpayer Information to which the employee is assigned, the Taxpayer Information Group Leader serves as one of the public’s primary points of contact with the Taxpayer Services Division of the Cook County Assessor’s Office (CCAO). The Group Leader explains to taxpayers in understandable terms exemptions and appeal processes, refers taxpayers to other appropriate CCAO departments or divisions, and maintains good customer service. The Group Leader processes complex exemption applications and Certificates of Error applications in a timely manner and serves as a resource to Taxpayer Information Specialists and Senior Specialists. The Group Leader is responsible for ensuring that all work is distributed and performed in a uniform and timely manner to meet the exemption deadlines of the CCAO. In addition, the Group Leader may be responsible for training new staff members in the department and solves work performance problems before management intervention becomes necessary.

Requirements

• High school diploma or GED Certificate;
• Three (3) years of full-time work experience with assessments and real estate tax exemptions.
• Two (2) years of full-time work experience in customer service in an office setting.
• Current CCAO employee;
• Two (2) years of full-time work experience with assessments and real estate tax exemptions.
• Two (2) years of full-time work experience in customer service assisting customers by answering questions either in person, by email or phone.

Nice To Haves

• Associate Degree or higher from an accredited college or university.
• Four (4) years of full-time work experience with assessments and real estate tax exemptions.
• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.

Responsibilities

• Responsible for assigning tasks, providing guidance and ensuring team productivity and efficiency.
• Generates reports, maintains records and documents processes.
• Monitors workload and reports backlog statistics to management
• Provides property owners with easily accessible information and creates an efficient, user- friendly office.
• Consults with taxpayers and assists with the intake of residential and industrial/commercial appeals and applications for exemptions and Certificates of Error, checking the submissions to verify that accurate supporting documentation is provided.
• Processes residential exemption applications and resulting Certificate of Errors, including complex applications such as co-ops, applications requiring manual calculations, and applications submitted by attorneys, tax representatives, and townships.
• Responds to taxpayer requests for information.
• Communicates and corresponds with taxpayers to resolve exemption related problems, including answering written, in-person and telephone inquiries about exemptions and appeals and providing direction to the appropriate forms, information, and referring to other CCAO departments, when necessary.
• Runs and prepares exemption and other TPI department related reports (such as error reports, visitor, and call volume reports, etc.), as necessary, analyzes reports and corrects errors, and provides reports to management in the Taxpayer Services Division.
• Works under direct supervision to accomplish tasks and resolve most exemption-related questions and problems.
• Interfaces between departments and divisions to provide taxpayer assistance, as required.
• Assists with special projects, as requested.
• Assists with questions referred by Taxpayer Information Specialists and Senior Specialists
• Participates in community outreach programs, as requested.
• Works at all CCAO locations including branch offices and may be assigned to any CCAO location within Cook County.
• Provides excellent customer service to all CCAO customers.
• Works extended hours and weekends, as required.

Benefits

• Medical, Dental, and Vision Coverage
• Basic Term Life Insurance
• Pension Plan and Deferred Compensation Program
• Employee Assistance Program
• Paid Holidays, Vacation, and Sick Time
• Hybrid Work Schedule (granted at the discretion of the Department Head -- all CCAO employees are expected to live within a distance of Cook County that will allow them to work in the office as demanded by operational needs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees