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Drake Software · 16 hours ago

Customer Service Representative I

Hayesville, NC

Full-time

Onsite

New Grad, Entry Level

Drake Software is a leading digital tax filing platform that provides professional digital and downloadable products along with exceptional customer support. The Customer Service Representative I role focuses on delivering excellent customer service by troubleshooting and resolving inquiries from tax professionals efficiently.

AccountingSoftware

Responsibilities

Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat, ensuring prompt and accurate solutions

Interviews end user to determine root cause of the problem and leads user through troubleshooting and diagnostic procedures to identify a resolution

Handles 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

Qualification

Customer service skillsTechnical troubleshootingData entry skillsVerbal communicationEmpathyActive listeningCritical thinking

Required

High School diploma or general education degree (GED); or related experience and/or training: or equivalent combination of education and experience required

Proficiency with essential computer applications and accurate data entry skills required

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

Preferred

Prior experience in telemarketing, retail background or customer relations preferred

Benefits

Medical

Dental

Vision

Life insurance

Generous paid vacation and sick days

Paid holidays

401(k) with company match

Company

Drake Software

Drake Software is a complete professional tax preparation program for federal and state returns, business and individual. It is a sub-organization of Cinven.

Founded in 1977