Customer Service Representative Drake User
RemoteUnited States
Job Summary
Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone by interviewing end users to collect problem details and guiding them through diagnostic procedures. Provide comprehensive support by identifying, researching, isolating, and resolving the majority of user problems independently. For intricate issues, partner with designated staff to facilitate advanced support and resolution. Accurately document and track all customer interactions and resolutions for continuous improvement and timely follow-up on unresolved problems. Maximize positive relationships and customer experience through delivering exceptional, empathetic service while adhering to established best practices, procedures, scripts, and management direction. Maintain consistent, reliable attendance and adherence to your schedule for all shifts.
Required Qualifications
- Minimum of 3 years prior experience using Drake Software
- Navigational awareness
- Critical thinking skills
- Basic computer and keyboarding skills
- Strong customer service skills
- Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
- Strong verbal and written communications skills
- Good grammar
- Active listening
- Voice and diction
- Strong reading comprehension
- Minimum of 3 years' proficient experience with Drake Software
- In-depth product navigation and utilization
- Strong attention to detail and accuracy
- Ability to clearly and concisely communicate both in written and oral formats
- Ability to understand/comprehend varying levels of training and follow directions
- Committed to consistently meeting and exceeding client expectations
- Proven dependability and professionalism
- A genuine desire to help others and a commitment to providing excellent service
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