Customer Service Representative Drake User

TAXWELL • Haverford, PA

1d

About The Position

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry. Drake Software is a leading digital tax filing platform which offers customers professional digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. Drake Software is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team. This role will primarily support Drake Software as we provide the tools and support tax professionals need to build their businesses and attract new clients. We are an organization of problem solvers continually looking for solutions to support our customers. Our customers know they can rely on Drake Software for comprehensive product excellence and value. For over 40 years, Drake Software LLC has designed, developed and distributed automated tax preparation solutions for tax professionals and is looking for seasonal agents who have Drake Software and tax preparation experience to help support our clients.

Requirements

• Minimum of 3 years prior experience using Drake Software
• Navigational awareness, critical thinking skills
• Basic computer and keyboarding skills required
• Strong customer service skills required
• Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
• Strong verbal and written communications skills required (good grammar, active listening, voice and diction)
• Strong reading comprehension and critical thinking skills required
• Minimum of 3 years' proficient experience with Drake Software, including in-depth product navigation and utilization
• Navigational awareness, critical thinking skills
• Basic computer and keyboarding skills required
• Strong customer service skills required
• Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
• Strong verbal and written communications skills required (good grammar, active listening, voice and diction)
• Strong reading comprehension and critical thinking skills required
• A genuine desire to help others and a commitment to providing excellent service
• Commitment to Quality – strong attention to detail and accuracy
• Ability to clearly and concisely communicate both in written and oral formats
• Ability to understand/comprehend varying levels of training and follow directions
• Committed to consistently meeting and exceeding client expectations
• Proven dependability and professionalism

Responsibilities

• Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone, ensuring prompt and accurate solutions.
• Interviews end user to collect information about problem and leads user through diagnostic and troubleshooting procedures to provide resolution.
• Provide comprehensive support by identifying, researching, isolating, and resolving the majority of user problems.
• For intricate issues, partner with designated staff to facilitate appropriate advanced support and resolution.
• 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.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed