Apply on Employer Site

Wolters Kluwer · 3 months ago

Customer Service Associate – Tax Product Support

Wichita, KS

Full-time

Onsite

Entry Level

1+ years exp

Wolters Kluwer is a company that provides support to business and individual tax software clients. The Customer Service Associate will handle moderate to complex inquiries via phone, email, and chat, ensuring resolution and documentation of issues while maintaining confidentiality of customer data.

BankingFinanceInformation ServicesInformation TechnologyLegalMobilePublishingSoftware

Responsibilities

Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database

Identify and document resolution to reoccurring inquiries

Cross-train on other products and systems

Participate in projects and as well as process improvement initiatives

Provide general reports to management as requested

Participate in product testing and review as required

Secure and keep confidential product and customer data

Qualification

CCH tax softwareTax preparation experienceAccounting principles knowledgeSalesForce.comCustomer relationship managementService orientationHandle complaintsCollaborative team environmentCommunication skillsDetail-oriented

Required

Associates Degree a business-related field OR equivalent Customer Service work experience

1 years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship management

2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude

Knowledge of tax, accounting and audit principles, practices and legislation/regulations

Computer and internet skills including Microsoft office

Service orientation - high commitment to meeting needs of customers and colleagues

Strong communication skills both written and verbal

Ability to diffuse and provide effective resolution to customer complaints

Detail-oriented and able to handle multiple top priorities

Ability to function in a fast-paced, collaborative, matrixed team environment

Strong work ethic and passion for excellence

Ability to work flexible schedule and manage overtime as required to meet objectives