Remote Seasonal Bilingual Customer Service Representative

TAXWELL • Haverford, PA

3d • Remote

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

• Must be fluent in both Spanish and English.
• High School diploma or general education degree (GED).
• At least 1 year of experience in a customer service role within a call center environment, preferably providing software support.
• Proficiency with essential computer applications and accurate data entry skills required.
• Strong customer service skills required.
• 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 required.
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

Nice To Haves

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

Responsibilities

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat, ensuring prompt and accurate solutions.
• Interviews end user to determine root cause 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 problems timely.
• Maximize positive relationships and customer experience through delivering exceptional, empathetic service in every interaction.
• Adhere to established best practices, procedures, scripts, and direction provided by management.
• Maintain consistent, reliable attendance and adherence to your schedule for all shifts.

Benefits

• Supportive, open, and inclusive atmosphere
• Team that values your contributions

What This Job Offers

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