Order Specialist

TAXWELL•Franklin, NC

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. Job Summary: This is a full-time Order Specialist role that is customer-facing role responsible for assisting customers with placing orders, answering questions, and troubleshooting account issues. This individual plays a vital role in ensuring a smooth and efficient order process while maintaining a high level of customer satisfaction.

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.
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.

Nice To Haves

Experience using CRM or order management software (e.g., Salesforce) is preferred.

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