Customer Service Representative I

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

Drake Softwareis a leading digital tax filing platformwhichofferscustomers professionaldigital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We area trusted solution forall users including those with complex tax returns.We strive to attract and retaincandidates who exemplify our values:performance, perseverance, progressand partnership. Drake Software is a memberof the Taxwellfamily of products. We arean organization of forward thinkers looking to add industry experts to our growing team.

This role will primarily support Drake Software as we provide the tools and support taxprofessionals need to build their businesses and attract new clients. We are an organization of problem solvers continually looking for solutions to support our customers. Our customers know they can rely on DrakeSoftwarefor comprehensive product excellence and value.

POSITION SUMMARY:

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.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, emailand live chat, ensuring prompt and accuratesolutions.

• Interviews end userto determineroot cause of the problem and leads userthroughtroubleshooting and diagnostic procedures to identifya 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 advancedsupport.

• Accurately documentand trackall customer interactions and resolutionsfor continuous improvementand follow-up on any unresolved problems timely.

• Maximizepositive relationships and customer experience throughdelivering exceptional, empathetic service in every interaction.

• Adhere to establishedbest practices, procedures, scripts, and directionprovided by management.

• Maintainconsistent,reliable attendanceand 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.

• Proficiencywith essential computer applications and accuratedata entry skillsrequired.

• Prior experience in telemarketing, retail background or customer relations preferred.

• Strong customer service skills required.

• Ability to build rapport and demonstrateempathy with customers through friendly, courteousand helpfulinteractions.

• Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening.

• Strong readingcomprehension and criticalthinking skills required.

Comprehensive Benefits :

Beyond competitivecompensation, 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'llthrive 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 [email protected] or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.