Digital Customer Service Representative

Jackson Hewitt • Sarasota, FL

311d • $15 • Remote

About The Position

Jackson Hewitt is looking for a Digital Customer Service Representative to join our team in a remote setting. As a member of the Digital team at Jackson Hewitt, our Digital Customer Service Representatives will be an essential asset in a transformative, high-growth business that will be focusing on servicing our clients and driving client satisfaction for next Tax Season. Our services will include a variety of high-touch concierge-level engagement program with Customers for our innovative and game-changing Virtual product, as well as significantly grow our presence in self service online tax prep and online live chat and phone support to our Digital products.

Requirements

• High School Diploma or GED required.
• 1 to 2 years of relevant Contact Center experience.
• Some Sales background is preferred.
• Bi-Lingual Spanish a plus.
• Excellent computer navigation and data entry skills.
• Proficiency with learning new technology and system applications.

Responsibilities

• Demonstrate excellent grammar, spelling, and punctuation abilities.
• Present a professional, courteous, and confident demeanor via verbal and/or written communications.
• Use multiple tools, knowledgebase, and communication skills to effectively research and provide accurate information with a goal of recommending the Customer's next best action to take towards service completion.
• Take ownership in assisting, researching, resolving, or escalating Customer issues.
• De-escalate and handle difficult Customer situations.
• Understand and guide the client through the NEXT BEST ACTION.
• Understand detailed policies and procedures and explain these to the Customer in a manner which is easily understood.
• Accept and implement Quality and Performance Management Coaching / Feedback.
• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Handle and hold secure confidential and sensitive Customer information.
• Diligently and accurately document Customer records and cases.
• Answer or make calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Respond efficiently and accurately to client inquiries, explain possible solutions, and ensure that clients feel supported and valued.
• Engage in active listening with callers, confirm or clarify information and diffuse angry clients, as needed.
• Build lasting relationships with clients and other call center team members based on trust and reliability.
• Utilize software, databases, scripts, and tools appropriately.
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.
• Make sales or recommendations for products or services that may better suit client needs.
• Take part in training and other learning opportunities to expand knowledge of company and position.
• Adhere to all company policies and procedures.
• May be asked to assist with other program support including email, web chat, co-browse, outbound calling, inbound calls, or other support initiatives.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Other duties, assignments and specific projects may be assigned at the discretion of executive management.

Benefits

• 401(k)
• Bonus based on performance
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

What This Job Offers

• Job Type: Part-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED