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Contact Center Representative

3 months ago

Pittsburgh, United States Jackson Hewitt - 757 Full time
Job DescriptionJob DescriptionAt Jackson Hewitt and its Franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity, quality, and consistency. This is something that the vast majority of taxpayers dont receive from DIY or other assisted providers. We take pride in that. The role you play is critical to our success and together we are Working Hard for the Hardest Working Americans. This is our mission and its a large part of why we work here. Together we are highly passionate about what we do, and how we can help our clients.
Doing taxes is much more than filling in some forms. For most Americans, their tax return is the biggest single financial event of the year, and it can be quite an emotional experience. Thats where you come in We are here to ease their stress and provide expert customer service and tax knowledge.

What youll do here:
The Seasonal Call Center Representative takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers' needs or issues, and providing helpful solutions to their problems.
  • Answer or make calls to clients to learn about and address their needs, complaints, or other issues with products or services.
  • Respond efficiently and accurately to client inquiries, explain possible solutions, and ensure that clients feel supported and valued.
  • Present a professional, courteous, and confident demeanor via verbal and/or written communications.
  • Take ownership in assisting, researching, resolving, or escalating customer issues.
  • Respond to customer queries in a timely and accurate way, via phone, email, or chat.
  • Diligently and accurately document customer records and cases.
  • Engage in active listening with callers, confirm or clarify information and diffuse angry clients, as needed.
  • Make sales or recommendations for products or services that may better suit client needs.
  • Utilize software, databases, scripts, and tools appropriately.
  • Use multiple tools, knowledgebase, and communication skills to effectively research and provide accurate information with the goal of recommending the customers next best action to take towards service completion.

Skills youll bring for success:
  • 1 - 3 years previous call center experience
  • High School Diploma/GED or equivalent related business experience preferred
  • Strong written and verbal communication skills
  • Great active listening skills
  • Exceptional interpersonal and rapport building skills
  • Patient and empathetic attitude
  • Strong time management and organizational skills
  • Comfortable working in a fast-paced environment
  • Computer literacy, ability to learn new technologies
  • Phone skills, including familiarity with complex or multi-line phone systems
  • Ability to learn in-depth knowledge of JHs products and/or services