Seasonal Bilingual Customer Service Representative

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

📋 Description

• Assist Drake Software by providing tools and services that tax professionals depend on to expand their businesses and serve their clientele.

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals through phone, email, and live chat.

• Conduct interviews with end users to identify root causes and guide them through troubleshooting and diagnostic processes.

• Manage problem recognition, research, isolation, resolution, and follow-up for most user issues.

• Collaborate with designated team members on more complex issues to ensure customers receive the appropriate advanced support.

• Accurately document and track customer interactions and resolutions.

• Promptly follow up on unresolved issues.

• Enhance positive relationships and customer experience through exceptional, empathetic service.

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

• Maintain reliable attendance and comply with scheduled shifts.

⛳️ Requirements

• Must be fluent in both Spanish and English.

• High School diploma or general education degree (GED) is required.

• A minimum of 1 year of experience in a customer service role within a call center environment, preferably with software support.

• Proficiency in essential computer applications and accurate data entry skills are required.

• Previous experience in telemarketing, retail, or customer relations is preferred.

• Strong customer service skills are required.

• Ability to build rapport and exhibit empathy with customers through friendly, courteous, and helpful interactions.

• Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening.

• Strong reading comprehension and critical thinking skills are required.

• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

🏝️ Benefits

• Supportive, open, and inclusive work environment.

• Equal opportunity employment.

• Disability assistance and accommodation available during the hiring process.