Customer Service Representative Drake User

Taxwell is a company dedicated to helping everyday Americans maximize their tax refunds through innovative software solutions. They are seeking a Customer Service Representative to support Drake Software by providing exceptional service to tax professionals, diagnosing and resolving inquiries, and ensuring customer satisfaction.

Responsibilities:

• 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

Requirements:

• 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
• Minimum of 3 years' proficient experience with Drake Software, including in-depth product navigation and utilization
• Commitment to Quality – strong attention to detail and accuracy
• Ability to clearly and concisely communicate both in written and oral formats
• Ability to understand/comprehend varying levels of training and follow directions
• Committed to consistently meeting and exceeding client expectations
• Proven dependability and professionalism