Contact Center Representative

Jackson Hewitt • Lawrenceburg, TN

2d

About The Position

The Contact Center Representative provides customer service to Jackson Hewitt clients by phone, email, and chat. The role handles inbound and outbound calls, responds to questions, and researches, resolves, or escalates customer concerns. Representatives explain potential solutions, document customer records and cases, and use available software, databases, scripts, knowledge bases, and other tools to provide accurate information and recommend appropriate next steps. They may also recommend or sell products and services that meet client needs. The position calls for professional, courteous communication and the ability to support clients with patience and empathy.

Requirements

• Strong written and verbal communication skills.
• Strong active-listening skills.
• Exceptional interpersonal and rapport-building skills.
• Patient and empathetic attitude.
• Strong time-management and organizational skills.
• Comfort working in a fast-paced environment.
• Computer literacy and ability to learn new technologies.
• Phone skills, including familiarity with complex or multi-line phone systems.
• Ability to learn in-depth knowledge of Jackson Hewitt products or services.

Nice To Haves

• One to three years of previous call center experience; preferred but not required.
• High school diploma/GED or equivalent related business experience; preferred.

Responsibilities

• Make inbound and outbound calls to understand and address clients’ needs, complaints, or other issues with products or services.
• Respond efficiently and accurately to client inquiries, explain possible solutions, and help clients feel supported and valued.
• Communicate professionally, courteously, and confidently through verbal and written channels.
• Take ownership of researching, resolving, or escalating customer issues.
• Respond to customer queries in a timely and accurate manner by phone, email, or chat.
• Accurately document customer records and cases.
• Listen actively, confirm or clarify information, and diffuse upset clients when needed.
• Make sales or recommend products and services that may better suit client needs.
• Use software, databases, scripts, knowledge bases, and other tools appropriately to research and provide accurate information.
• Recommend the customer’s next best action toward completing the service.

Benefits

• Training and development
• Employee discounts
• Flexible schedule
• Free tax training and continuing education for tax preparers

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED