Seasonal Customer Service Representative

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

📋 Description

• Assist Drake Software in providing tools and services that enable tax professionals to enhance their businesses and serve their clients effectively.

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

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

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

• Collaborate with designated staff on more intricate problems to ensure proper advanced support is provided.

• Accurately document and track customer interactions and their resolutions.

• Promptly follow up on any unresolved issues.

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

• Comply with established best practices, procedures, scripts, and management directives.

• Maintain dependable attendance and adhere to scheduled work shifts.

⛳️ Requirements

• High School diploma or general education degree (GED); or relevant experience and/or training; or a combination of education and experience is required.

• Minimum of 1 year of experience in a customer service position within a call center environment, ideally providing software support.

• Proficiency in essential computer applications.

• Accurate data entry abilities.

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

• Strong customer service orientation.

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

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

• Strong reading comprehension and critical thinking skills.

• Consistent and reliable attendance with adherence to scheduled shifts.

🏝️ Benefits

• Seasonal position lasting from November until April.

• Supportive, open, and inclusive work environment.

• Equal employment opportunity workplace.

• Disability assistance or accommodation available during the hiring process.