Contact Center Representative
About The Position
At Jackson Hewitt and its independently owned and operated franchisees, the Contact Center Representative helps clients navigate tax-related processes by providing customer service and information. The role supports clients through what can be an emotional financial experience, with a focus on easing stress and delivering expert service and tax knowledge. Representatives communicate with clients by phone, email, and chat to understand and address questions or issues. They research and resolve or escalate cases, explain potential solutions, document interactions accurately, and may recommend products or services suited to client needs.
Requirements
- 1–3 years of previous call center experience.
- High school diploma/GED or equivalent related business experience is preferred.
- 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 and/or services.
Responsibilities
- Make inbound and outbound calls to clients to understand and address 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.
- Document customer records and cases diligently and accurately.
- Listen actively, confirm or clarify information, and defuse upset clients as needed.
- Make sales or recommend products or services that may better suit client needs.
- Use software, databases, scripts, tools, and knowledgebases appropriately to research and provide accurate information.
- Recommend the customer’s next best action toward service completion.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
