TAXPAYER INFORMATION SENIOR SPECIALIST - Assessor's Office

Cook County • Chicago, IL

14d • Hybrid

About The Position

Reporting directly to the Assistant Manager of Taxpayer Information, the Taxpayer Information Senior Specialist 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 Senior Specialist explains to taxpayers in understandable terms exemptions and residential appeal processes, refers taxpayers to other appropriate CCAO departments or divisions, and maintains good customer service. The Senior Specialist processes complex exemption applications and resulting Certificates of Error in a timely manner and serves as a resource to Taxpayer Information Specialists.

Requirements

• High school diploma or GED certificate.
• Two (2) years of full-time work experience in customer service assisting customers by answering questions either in person, by email or phone.
• One (1) year of full-time data entry experience.
• Current CCAO employee; One (1) year of full-time work experience in customer service assisting customers by answering questions either in person, by email or phone.
• Knowledge of CCAO procedures, polices, practices and guidelines or the ability to gain such knowledge.
• Thorough knowledge of the assessment practices and exemption requirements, or the ability to quickly obtain such knowledge.
• Ability to communicate effectively, both orally and in writing, including public speaking skills.
• Ability to determine what information is appropriate to provide the public in situations where direct oversight or CCAO guidance may not be available or provide appropriate referral to other CCAO departments.
• Strong organizational skill.
• Ability to work with others; excellent interpersonal skills in dealing with the public and co-workers.
• Ability to interact with the general public and taxpayers, providing guidance and information regarding CCAO exemption and appeals processes.
• Ability to meet CCAO and departmental deadlines, production goals and effectively utilize time with limited oversight.
• Must be computer literate, with skill and efficiency in accurately entering, reviewing, and retrieving data and the ability utilize CCAO systems and databases.
• Extended periods of time standing or sitting to assist staff and taxpayers at the taxpayer services counter or on the phone.
• Visual acuity to review and edit written communications for long periods of time.
• Traveling between offices and meetings may be required.
• Repetitive use of hands to handle and or operate standard office equipment.
• Regular use of a telephone and headset to communicate.
• Occasionally required to lift files or exemption applications.
• Must be legally authorized to work in the United States without sponsorship

Nice To Haves

• Two (2) years of full-time work experience with assessments and real estate tax exemptions.

Responsibilities

• Provides property owners with easily accessible information and creates an efficient, user friendly experience in person and on the telephone and responds to customer inquiries and complaints.
• Resolves and deescalates property owner complaints and issues.
• Consults with taxpayers and assists with the intake of residential appeals and applications for exemptions and Certificates of Error, checking the submissions to verify that accurate supporting documentation is provided.
• Processes residential exemptions applications and resulting Certificates of Error, including complex applications such as cooperatives, applications requiring manual calculations, and applications submitted by attorneys and tax representatives.
• Responds to taxpayer requests for information.
• Communicates and corresponds with taxpayers to resolve exemption related problems, including answering in-person, written, 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 TPI and exemption 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.
• 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: Senior
• Education Level: High school or GED