Customer Care Representative

This is a fully remote position, open to applicants in Alabama, +24 more states.

📋 Description

• Act as the main point of contact for clients

• Oversee both incoming and outgoing customer communications

• Engage with customers through phone, video calls, email, chat, and/or social media

• Address customer inquiries, problems, and concerns

• Respond to questions related to products and software

• Provide and utilize resources to assist customers with tax-related inquiries and calculations

• Implement established practices, procedures, and policies to troubleshoot product/software challenges

• Effectively resolve and de-escalate issues

• Escalate interactions when necessary and appropriate

• Monitor call-related data for auditing and reporting purposes

• Offer feedback regarding call issues

• Engage in upselling when required

⛳️ Requirements

• High School Diploma or equivalent

• At least 6 months of experience in customer service

• Must be at least 18 years old

• Capable of typing a minimum of 25 words per minute

• Proficient with desktop computer systems and possess general knowledge of Windows-based systems

• Customer service and/or sales experience is preferred

• A college degree is preferred but not mandatory

• Ability to adhere to established procedures

• Capacity to collaborate effectively with team members, supervisors, and support departments

• Excellent communication, listening, and analytical abilities

• Strong organizational and problem-solving skills

• Ability to prioritize tasks and perform well under pressure

• Willingness to work within a structured schedule across various shifts

• Sharp critical thinking skills

• Dedicated workspace near a router for a hardwired Ethernet connection

• Minimum internet speed of 15 Mbps download and 10 Mbps upload

• ISP latency must be below 50ms

• Internet connection must not be satellite, mobile data/hotspots, P2P, or VPN

• Proof of internet speed is required

• Must reside in one of the eligible states: Alabama, Florida, Iowa, Indiana, Kansas, Kentucky, Louisiana, Michigan, Minnesota, Missouri, Mississippi, North Carolina, North Dakota, Nebraska, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, West Virginia, or Wyoming

🏝️ Benefits

• Medical, vision, and dental health benefits

• Employment Assistance Programs

• Health and personal time off (HPT)

• Leave programs

• 401(k) plans

• Life insurance

• Supplemental medical coverage

• Critical care insurance

• Pet insurance

• FSA plans

• Retailer discounts

• Opportunities for career advancement

• Use of personal desktop, laptop, or tablet for work

• Remote work from a quiet and confidential home environment