Responsibilities:
Help customers who are working on their tax return with both product/software inquiries, as well as with tax questions and calculations.
Apply defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquiries
Will interact with customers utilizing strong written and verbal skills as well as deep customer empathy.
Deliver High quality customer interactions and experiences with a focus on creating “Net Promoters.”
Apply practices, procedures and company policies to troubleshoot,
Resolve issues and address routine Tax Support customer questions.
Exhibit a high level of acumen in the relevant computers, operating systems and software environment.
Actively contributes to the knowledge base content by linking, flagging and recommending updates.
Utilize and leverage government websites and toolkits to seek out and deliver the right answer to the customer
Document customer interactions and properly escalate issues that do not have a known resolution.
Represent the brand and spirit by demonstrating empathy for the customer, empowering and partnering with the customer, personalizing the experience, and providing them the confidence that they can do their own taxes.
Maintain strong knowledge of all products, accessories, pricingplans, promotions and service features.
Handle all administrative aspects including completing customer contracts and warranties, pulling products from inventory, accepting customer payments and filing the completed orders.
Maintain knowledge of competitive offers and provide critical market feedback
Handle service inquiries from customers.
Provide efficient, courteous customer service and assist in all aspects of product offerings and services.
Ensure an extraordinary customer experience.
Attend weekly personnel training/educational sessions
Review Customer Feedback Tool on a daily basis
Escalate appropriately any billing or service issues
Employee Knowledge and DevelopmentConsistently adhere to the Code of Business Conduct
Requirements:
1-3 years Call center experience preferred.
Possess a competitive spirit and desire to meet and exceed assigned sales goals
Enjoyment of staying up-to-date on the latest data/entertainment technology and devices, such as Wi-Fi, data devices,
Understanding customers’ needs and helping them discover how our products meet those needs
Enjoyment of Multi-tasking in a fast paced team environment
Ability to educate and engage customers through product demonstrationscustomers in person, via phone or written note
Position may be commissioned and quota based
Ability to work flexible hours, including evenings, weekends and holidays
Ability to complete all paperwork completely, accurately, in a timely manner
Ability to operate a personal computer, wireless equipment, copier and fax
Complete all aspects of opening and closing the store in accordance with written procedures.
Strong relationship building skills
Strong presentation, negotiation and closing skills – takes ownership of goals
Ability to manage and handle change quickly and positively
Strong computer skills (Microsoft Word & Excel)
Ability to exercise sound judgment within generally defined processes and procedures
Operate efficiently and effectively in a non-prescriptive environment.
Excellent written and verbal communication skilled required.Positive mindset
Salary: $16.50/hr
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