Customer Service Representative I

Taxwell • Waynesville, NC

21d

About The Position

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 customers trust Drake Software for comprehensive product excellence and value .

Requirements

• High School diploma or general education degree (GED); or related experience and/or training: or equivalent combination of education and experience
• Proficiency with essential computer applications and accurate data entry skills
• Strong customer service skills
• Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
• Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening
• Strong reading comprehension and critical thinking skills

Nice To Haves

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

Responsibilities

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phon e, em ail and live chat, ensuring prompt a nd accur ate solutions
• I nterviews end user to det ermine ro ot c ause of the problem and leads user through troubleshooting and diagnostic procedures to identify 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 receive appropriate advanced support
• Accurately document and track all customer interactions and resolutions for continuous improvement and follow-up on any unresolved proble ms timely
• Maximize positive relationships and customer experience through delivering exceptional, empathetic service in every interaction
• Adhere to established best practices, procedures, scripts , a nd direction provided by management
• Maintain consistent, reliable attendance and adherence to your schedule for all shifts

Benefits

• medical, dental, vision, and life insurance
• generous paid vacation and sick days
• paid holidays
• a 401(k) with company match

What This Job Offers

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