ESSENTIAL DUTIES & 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.
EDUCATION & EXPERIENCE
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.
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.
Comprehensive Benefits
Beyond competitive compensation, we invest in our team with a comprehensive benefits package designed to support your well-being and growth. This includes medical, dental, vision, and life insurance, generous paid vacation and sick days, paid holidays, and a 401(k) with company match. You'll thrive in our fun, collaborative, and supportive culture, with opportunities for continuous learning and career development.
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 HR@Taxwell.com or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.
