Seasonal 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 enhance their businesses and assist their clients.

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

• Conduct interviews with end users to ascertain the underlying causes of issues.

• Guide users through troubleshooting and diagnostic steps to find solutions.

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

• Collaborate with designated personnel on more complex challenges to guarantee customers receive suitable advanced support.

• Diligently document and track customer interactions and solutions for ongoing improvement.

• Ensure timely follow-up on any unresolved issues.

• Foster positive relationships and enhance customer experience through outstanding, empathetic service.

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

• Maintain consistent and reliable attendance as well as adherence to the scheduled shifts.

⛳️ Requirements

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

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

• Proficient in essential computer applications.

• Accurate data entry capabilities.

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

• Strong customer service skills are essential.

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

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

• Strong reading comprehension and critical thinking skills.

• Consistent and reliable attendance with adherence to scheduled shifts.

🏝️ Benefits

• Supportive, open, and inclusive work environment.

• Equal opportunity employment.

• Disability assistance or accommodation available during the application process.