客户服务代表 Drake 用户
Customer Service Representative Drake User
Taxwell帮助普通美国人获得他们应得的每个税务优惠，通过发现他们从未听说过的税收抵免和扣除项。我们的税务申报软件提供简单明了的指导，确保您获得最大的退税。我们致力于打造一支在税务和技术领域志同道合的专家团队，与我们的品牌宗旨一致，是客户的倡导者，并对税务行业有新颖、非传统的思维方式。
Drake Software是一个领先的数字税务申报平台，为客户提供专业、易于使用的数字和可下载产品，采用业界领先的科技，并提供无与伦比的客户服务。我们是所有用户的可靠解决方案，包括那些有复杂税务申报需求的用户。我们努力吸引并留住体现我们价值观的候选人：绩效、坚持、进步和合作。Drake Software是Taxwell产品家族的一员。我们是一个由前瞻性思维者组成的组织，正在寻找行业专家加入我们不断壮大的团队。
此职位将主要支持Drake Software，因为我们为税务专业人士提供构建业务和吸引新客户所需的工具和支持。我们是一个持续寻找解决方案以支持客户的解决问题者组织。客户知道他们可以依赖Drake Software提供全面的产品卓越性和价值。
职位概述：
Drake Software LLC自40多年前成立以来，一直为税务专业人士设计、开发和分发自动化税务申报解决方案，现正在寻找有Drake Software和税务申报经验的季节性代理，以帮助支持我们的客户。
核心职责与责任：
- 通过电话诊断、排查并解决税务专业人士的咨询，确保快速准确的解决方案。
- 对终端用户进行访谈，收集问题信息，并引导用户完成诊断和排查流程以提供解决方案。
- 通过识别、研究、隔离并解决大多数用户问题，提供全面的支持。对于复杂问题，与指定员工合作，促进适当的高级支持和解决。
- 准确记录并跟踪所有客户互动和解决方案，以实现持续改进，并及时跟进任何未解决的问题。
- 通过在每次互动中提供卓越且富有同理心的服务，最大化积极的关系和客户体验。
- 遵循既定的最佳实践、流程和脚本
查看英文原文
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 Software is a leading digital tax filing platform which offerscustomers professional digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution forall users including those with complex tax returns.We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. Drake Software is a member of the Taxwell family of products. We are an 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 tax professionals 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 Drake Software for comprehensive product excellence and value.
POSITION SUMMARY:
For over 40 years, Drake Software LLC has designed, developed and distributed automated tax preparation solutions for tax professionals and is looking for seasonal agentswho have Drake Software and tax preparation experience to help support our clients.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone, ensuring prompt andaccuratesolutions.
- Interviews enduserto collect information aboutproblemand leadsuserthrough diagnostic and troubleshooting procedures to provide resolution.
- Provide comprehensive support by identifying, researching, isolating, and resolving the majority of user problems.For intricate issues, partner with designated staff tofacilitateappropriate advancedsupport and resolution.
- Accurately document and track all customer interactions and resolutions for continuous improvement and follow-up on any unresolved problemstimely.
- Maximize positive relationships and customer experiencethroughdelivering exceptional, empathetic service in every interaction.
- Adhere toestablishedbest practices, procedures, scripts, anddirectionprovided by management.
- Maintainconsistent, reliableattendanceand adherence to your schedule for all shifts.
EDUCATION & EXPERIENCE:
- Minimum of 3 years prior experience using Drake Software
- Navigational awareness, critical thinking skills
- Basic computer and keyboarding skills required
- Strong customer service skills required
- Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
- Strong verbal and written communications skills required (good grammar, active listening, voice and diction)
- Strong reading comprehension and critical thinking skills required
NEEDED ATTRIBUTES & COMPETENCIES:
- Minimum of 3 years'proficient experiencewith Drake Software, including in-depth product navigation andutilization
- Navigational awareness, critical thinking skills
- Basic computer and keyboarding skillsrequired
- Strong customer service skillsrequired
- Ability to build rapport anddemonstrateempathy with customers through friendly,courteousand helpful interactions
- Strong verbaland writtencommunications skillsrequired(good grammar,active listening,voiceand diction)
- Strong reading comprehension and critical thinking skillsrequired
- A genuine desire to help others and a commitment to providing excellent service
NEEDED ATTRIBUTES& COMPETENCIES:
- Commitment to Quality – strong attention to detail and accuracy
- Ability to clearly andconciselycommunicate both in written and oral formats
- Ability to understand/comprehendvarying levels of training and follow directions
- Committed to consistently meeting and exceeding client expectations
- Proven dependability and professionalism
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 or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.
Originally posted on Himalayas