Contact Center Representative

Jackson Hewitt•Decatur, AL

About The Position

At Jackson Hewitt and its independently owned and operated franchisees, Contact Center Representatives help clients navigate tax-related questions and provide customer service with integrity, quality, and consistency. The role supports clients during what can be an emotional and financially significant experience by easing stress and helping them feel supported and valued. The representative handles inbound and outbound client communications, researches and resolves issues, and explains possible solutions. They communicate by phone, email, or chat; document customer records and cases accurately; and may recommend products or services suited to client needs. The role uses software, databases, scripts, knowledge bases, and other tools to provide accurate information and guide customers toward service completion.

Requirements

1–3 years of previous call center experience.
Strong written and verbal communication skills.
Great 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.

Nice To Haves

High school diploma/GED or equivalent related business experience preferred.

Responsibilities

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