Order Specialist

Drake Software • Franklin, NC

263d

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.

Requirements

• Proven experience in a customer service or order processing role in a customer-facing capacity.
• Strong communication skills, both verbal and written.
• Ability to troubleshoot and resolve issues in a calm and professional manner.
• Experience using CRM or order management software (e.g., Salesforce) is preferred.
• Detail-oriented with strong organizational skills.
• Problem-solving mindset with the ability to work independently and as part of a team.
• Strong customer service orientation with the ability to handle challenging situations.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Knowledge of order processing systems and CRM tools.
• Ability to quickly learn and adapt to new systems and processes.

Responsibilities

• Answer inbound phone calls from customers to assist with order placement and address inquiries regarding products and services.
• Troubleshoot account issues, including resolving order issues or order status updates.
• Collaborate with sales, customer service, and other teams to ensure customer orders are processed accurately and efficiently.
• Proactively follow up with customers regarding order confirmations and questions.
• Enter, update, and maintain customer information in the order processing system, ensuring all details are correct and complete.
• Handle escalated customer issues with professionalism and escalate matters to supervisors when necessary.
• Maintain knowledge of product offerings and pricing to provide accurate information to customers.
• Exhibit excellent communication skills, a customer-first attitude, and the ability to handle both customer inquiries and internal team requests in a fast-paced environment.
• Ensure customer satisfaction by addressing concerns promptly and courteously.
• Perform other duties as assigned by manager.

What This Job Offers

• Job Type: Part-time