Digital Customer Service Representative

Jackson Hewitt-posted 8 months ago
Part-time
Remote • Sarasota, FL
Professional, Scientific, and Technical Services
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

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.

  • 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.
  • 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.
  • 401(k)
  • Bonus based on performance
  • Competitive salary
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
Track Jobs with Teal

Job Search Resources

•
Resume Builder
•
Customer Service Representative Resume Examples
•
Customer Service Representative Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service