Customer Experience Agent

TEKsystems•Louisville, KY

12d•$20 - $20•Onsite

About The Position

The Customer Experience Agent delivers exceptional customer service by providing account support, explaining product and program details, and assisting tax professionals and their clients. This role serves as the primary point of contact for both business customers and consumers, handling inbound calls, chat interactions, and outbound customer outreach. Customer inquiries may include questions related to tax software, account services, and the Refund Advantage program, which provides qualifying consumers with faster access to their tax refunds through loan products. Business customers are typically small, independently owned tax preparation offices. When inbound volume is low, agents will conduct outbound "discovery calls" to previous customers to assess interest in returning for future services. Interested customers are transferred to the Sales team for follow-up. No sales experience is required for this role. This position typically handles approximately 50 customer interactions per day through phone and chat channels.

Requirements

High school diploma or GED required.
Previous customer service experience required; call center experience strongly preferred.
Strong verbal and written communication skills.
Excellent listening, problem-solving, and customer service abilities.
Ability to work efficiently in a fast-paced, high-volume environment.
Proficiency with computers, data entry, and web-based applications.
Ability to navigate multiple systems while speaking with customers.
Strong attention to detail and documentation skills.

Nice To Haves

Experience in a call center, contact center, or customer support environment.
Experience in banking, financial services, tax preparation, or lending industries.
Experience supporting customers through chat and email channels.
Proficiency with Microsoft Excel and other Microsoft Office applications.
Bilingual language skills.

Responsibilities

Deliver outstanding customer service across phone and chat channels.
Answer customer inquiries regarding accounts, products, programs, and services.
Assist consumers with questions related to the Refund Advantage program.
Support tax professionals and small business customers using company tax software and services.
Navigate multiple systems efficiently to access and provide accurate customer information.
Answer inbound calls promptly, maintaining established service-level expectations.
Handle 50+ customer interactions daily while maintaining high-quality service.
Complete customer request forms and accurately process account updates.
Document all inbound and outbound customer interactions for recordkeeping and trend analysis.
Conduct outbound discovery campaigns to previous customers and transfer qualified opportunities to the Sales team.
Manage multiple customer interactions simultaneously while maintaining accuracy and professionalism.
Maintain quality, productivity, and customer satisfaction standards.
Perform additional duties and projects as assigned.