Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose, address, and resolve inquiries from tax professionals via phone, ensuring timely and accurate solutions.

• Conduct interviews with end users to gather information about the issue and guide them through diagnostic and troubleshooting steps to achieve resolution.

• Deliver extensive support by identifying, researching, isolating, and resolving the majority of user issues.

• Collaborate with designated staff for complex issues to ensure appropriate advanced support and resolution.

• Accurately document and track all customer interactions and resolutions to facilitate continuous improvement and follow up on any unresolved issues promptly.

• Enhance positive relationships and customer experience by providing exceptional, empathetic service in every interaction.

• Follow established best practices, procedures, scripts, and guidance from management.

• Maintain consistent and reliable attendance, adhering to your schedule for all shifts.

⛳️ Requirements

• Minimum of 3 years of prior experience with Drake Software.

• Navigational awareness and strong critical thinking abilities.

• Basic computer and keyboarding skills are essential.

• Strong customer service skills are required.

• Ability to establish rapport and show empathy with customers through friendly, courteous, and helpful interactions.

• Excellent verbal and written communication skills are necessary (including good grammar, active listening, and voice clarity).

• Strong reading comprehension and critical thinking skills are required.

🏝️ Benefits

• Exceptional, empathetic service.

• Comprehensive product excellence and value.

• Opportunity to work with a supportive team.

• Commitment to diversity and inclusion.