Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone, ensuring prompt and accurate solutions.
Interviews end user to collect information about problem and leads user through diagnostic and troubleshooting procedures to provide resolution.
Provide comprehensive support by identifying, researching, isolating, and resolving the majority of user problems.
For intricate issues, partner with designated staff to facilitate appropriate advanced support and resolution.
Accurately document and track all customer interactions and resolutions for continuous improvement and follow-up on any unresolved problems timely.
Maximize positive relationships and customer experience through delivering exceptional, empathetic service in every interaction.
Adhere to established best practices, procedures, scripts, and direction provided by management.
Maintain consistent, reliable attendance and adherence to your schedule for all shifts.

Minimum of 3 years prior experience using Drake Software
Navigational awareness, critical thinking skills
Basic computer and keyboarding skills required
Strong customer service skills required
Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
Strong verbal and written communications skills required (good grammar, active listening, voice and diction)
Strong reading comprehension and critical thinking skills required

Customer Service Representative

Key skills