Seasonal Remote Customer Service Representative

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

The Seasonal Remote Customer Service Representative role will primarily support Drake Softwareas we providethe tools and supporttax professionals need to build their businesses and attract new clients.We are an organization of problem solvers continually looking for solutions to support our customers.Our customers know they can rely on Drake Software for comprehensive product excellence and value.  

This is a seasonal position lasting from November until April.

POSITION SUMMARY:

This role supports Drake Software in delivering the tools and services tax professionals rely on to grow their business and serve their clients.We are a team dedicated to providing excellent customer service by efficiently troubleshooting and resolving all client inquiries.Our customerstrustDrake Software for comprehensive product excellence and value.   

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone,email and live chat, ensuring prompt andaccurate solutions. 

• Interviews enduser todetermine root cause ofthe problem and leads user throughtroubleshooting anddiagnostic procedures toidentify a resolution. 

• Handles problem recognition, research, isolation, resolution, and follow-up for most user problems,partnering with designated staff on more complex problems to ensure customers receiveappropriate advanced support. 

• Accurately document and trackall customer interactions and resolutions forcontinuous improvement and follow-up on any unresolved problemstimely.  

• Maximize positive relationships and customer experiencethrough delivering exceptional, empathetic service in every interaction. 

• Adhere toestablished best practices,procedures,scripts, anddirection provided bymanagement. 

• Maintainconsistent, reliableattendance and adherence to your schedule for all shifts. 

 ESSENTIAL DUTIES & RESPONSIBILITIES:

• High School diploma or general education degree (GED); or related experience and/or training: or equivalent combination of education and experiencerequired. 

• At least 1 year of experience ina customer service role within a call center environment, preferably providing software support.

• Proficiency with essential computer applications andaccurate data entry skillsrequired. 

• Prior experience in telemarketing,retail background or customer relations preferred. 

• Strong customer service skillsrequired. 

• Ability to build rapport anddemonstrate empathy with customers throughfriendly,courteous and helpfulinteractions. 

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

• Strong reading comprehension andcriticalthinkingskillsrequired. 

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected underapplicablelaw. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us atHR@Taxwell.com or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.