Customer Service & Support Representative

JTH Tax LLC•Virginia Beach, VA

21h•$0 - $16•Onsite

About The Position

Liberty Tax is the third-leading tax preparation service for individuals and small businesses, founded in 1997. Operating through a franchise model with 2,500+ retail branches and 12,000+ tax professionals across the United States and Canada, our services include various tax preparation options, such as online tax filing, tax prep, loans, assistance with audits, and various other services. We are committed to our mission of being trusted locally and respected nationally as the best choice for professional tax services. Our culture is fun, awesome, business-casual, with volunteer opportunities, employee recognition, and opportunities for career advancement.

Requirements

Strong verbal and written communication, interpersonal and organization skills.
Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive.
Comfortable working in a fast-paced environment.
Verbal and written communication skills to interact clearly with clients, vendors, and other employees.
Time management skills to prioritize and complete tasks daily.
A patient and empathetic attitude.
Adaptability and flexibility in a changing work environment.
Computer literacy - Working knowledge of Windows Professional and Microsoft Office Suites.
Phone experience, including the ability to handle multi-dimensional phone systems.
Previous experience in a fast-paced, highly structured environment.
Ability to work both independently and within a team.
Minimum of a high school diploma or a GED.

Nice To Haves

Bilingual in Spanish is preferred, not required.
Flexible to work nights and weekends as necessary.

Responsibilities

Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
De-escalate issues involving dissatisfied customers, offering patient assistance and support.
Call clients and potential customers to aid in scheduling appointments.
Review client accounts to provide updates and information about their tax return.
Respond to all client inquiries in a polite, professional, and timely manner.
Place outbound calls.
Document customer comments and feedback in the appropriate systems.
Provide initial greeting at the front desk, as needed.
Answer and transfer phone calls.
Perform data entry.
Distribute internal mail and packages.
Perform other duties as assigned.