Customer Service Representative

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

📋 Description

• Diagnose, troubleshoot, and resolve inquiries from tax professionals over the phone.

• Conduct interviews with end users to gather information about their issues and guide them through diagnostic and troubleshooting processes.

• Identify, research, isolate, and resolve the majority of user issues.

• Collaborate with designated staff to provide advanced support and resolution for complex problems.

• Document and track customer interactions and resolutions to promote continuous improvement and ensure timely follow-up.

• Provide exceptional, empathetic service to enhance positive customer relationships and experiences.

• Adhere to established best practices, procedures, scripts, and management directives.

• Maintain consistent and reliable attendance while adhering to scheduled shifts.

• Support the tools and services offered by Drake Software for tax professionals.

⛳️ Requirements

• At least 3 years of prior experience working with Drake Software.

• A minimum of 3 years of proficient experience with Drake Software, including thorough product navigation and utilization.

• Strong navigational awareness coupled with critical thinking skills.

• Basic computer skills and proficiency in keyboarding.

• Excellent customer service skills.

• Ability to build rapport and show empathy towards customers through friendly, courteous, and helpful interactions.

• Strong verbal and written communication skills, including good grammar, active listening, and appropriate voice and diction.

• Strong reading comprehension and critical thinking abilities.

• A genuine desire to assist others and a commitment to providing outstanding service.

• High attention to detail and accuracy.

• Ability to communicate clearly and concisely in both written and oral forms.

• Capability to understand different levels of training and follow instructions.

• Commitment to consistently meet and exceed client expectations.

• Proven reliability and professionalism.

🏝️ Benefits

• Part-time employment.

• A supportive, open, and inclusive work environment.

• Equal opportunity employment.

• Disability assistance or accommodations available during the hiring process.