Customer Services Concierge Support

TTEC•Tempe, AZ

3d•Onsite

About The Position

TTEC is seeking a Customer Services Concierge Support professional to join their team in Tempe, AZ. This role focuses on providing support to individuals and small business owners, particularly during tax season. The position involves actively listening to customers, understanding their needs, and guiding them to appropriate solutions, which may include navigating tax preparation products, answering general tax questions, and referring them to qualified tax experts when necessary. TTEC emphasizes a positive employee experience, a supportive team environment, and a commitment to diversity and inclusion.

Requirements

High school diploma or equivalent
At least 1 year of customer service, sales, hospitality, financial services, or contact center experience
Strong verbal and written communication, active listening, and problem-solving skills
Ability to understand customer situations, make informed recommendations, and work across multiple applications and systems
Ability to work onsite in Tempe, Arizona on a full-time schedule, including seasonal adjustments based on business needs

Nice To Haves

Opportunity to work hybrid based on reaching and maintaining performance standards

Responsibilities

Act as the first point of contact for individuals and small business owners seeking support during tax season.
Create a positive customer experience by actively listening and understanding customer needs.
Guide customers toward the best available solution.
Help customers navigate tax preparation products.
Answer general tax-related questions.
Determine when a customer should be connected with a qualified tax expert.
Support customers using tax preparation products through phone and digital channels.
Engage with individuals and small business owners, using active listening and thoughtful questions to understand their tax preparation and product support needs.
Determine whether customers can complete their taxes using tax preparation software or should be connected with a live tax professional.
Clearly explain available products, services, and support options.
Navigate multiple systems while building customer confidence through empathy, professionalism, and solution-oriented conversations.
Meet quality, customer satisfaction, and productivity expectations.