[Hiring] Seasonal Customer Service Representative @TAXWELL

Role Description

This role supports Drake Software in delivering the tools and services tax professionals rely on to grow their business and serve their clients. We are a team dedicated to providing excellent customer service by efficiently troubleshooting and resolving all client inquiries. Our customers trust Drake Software for comprehensive product excellence and value.

The Remote Seasonal Customer Service Representative role will primarily support Drake Software as we provide the tools and support tax professionals need to build their businesses and attract new clients. This is a seasonal position lasting from November until April.

Essential Duties & Responsibilities

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email, and live chat, ensuring prompt and accurate solutions.
• Interview end users to determine the root cause of the problem and lead users through troubleshooting and diagnostic procedures to identify a resolution.
• Handle problem recognition, research, isolation, resolution, and follow-up for most user problems, partnering with designated staff on more complex problems to ensure customers receive appropriate advanced support.
• 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.

Qualifications

• High School diploma or general education degree (GED).
• At least 1 year of experience in a customer service role within a call center environment, preferably providing software support.
• Proficiency with essential computer applications and accurate data entry skills required.
• Prior experience in telemarketing, retail background or customer relations preferred.
• Strong customer service skills required.
• Ability to build rapport and demonstrate empathy with customers through friendly, courteous, and helpful interactions.
• Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening.
• Strong reading comprehension and critical thinking skills required.
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

Company Description

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law.

Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at [email protected] or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.