Customer Service Representative Drake User

Taxwell • Haverford, PA

2d

About The Position

Drake Software, a Taxwell company, is seeking seasonal agents with Drake Software and tax preparation experience to support its clients. The role primarily supports Drake Software by helping tax professionals use the tools and support they need to build their businesses and attract new clients. Representatives troubleshoot customer inquiries by phone, guide users through diagnostic steps, resolve issues, document interactions, and coordinate advanced support when needed. The position emphasizes accurate, empathetic service, adherence to established procedures, and dependable attendance.

Requirements

• At least 3 years of experience using Drake Software, including proficient use, in-depth product navigation, and utilization.
• Navigational awareness and critical-thinking skills.
• Basic computer and keyboarding skills.
• Strong customer service skills and the ability to build rapport and show empathy through friendly, courteous, and helpful interactions.
• Strong verbal and written communication skills, including good grammar, active listening, voice, and diction.
• Strong reading comprehension.
• A genuine desire to help others and a commitment to excellent service.
• Strong attention to detail and accuracy.
• Ability to communicate clearly and concisely in writing and orally.
• Ability to understand varying levels of training and follow directions.
• Commitment to meeting and exceeding client expectations.
• Dependability and professionalism.

Responsibilities

• Diagnose, troubleshoot, and resolve inquiries from tax professionals by phone, providing prompt and accurate solutions.
• Interview end users to gather information about problems and guide them through diagnostic and troubleshooting procedures.
• Identify, research, isolate, and resolve most user problems; partner with designated staff to address intricate issues requiring advanced support.
• Accurately document and track customer interactions and resolutions, and follow up promptly on unresolved problems.
• Build positive relationships and deliver empathetic customer service in every interaction.
• Follow established best practices, procedures, scripts, and management direction.
• Maintain reliable attendance and adhere to the schedule for all shifts.

What This Job Offers

• Education Level: No Education Listed