Call Center Representative II

3 months ago

Lathrop, United States CrossLink Professional Tax Solutions Full time

Job Type

Full-time

Description

SUMMARY:

The Call Center Representative provides CrossLink Tax Tech Solutions support and is the primary contact for customers to provide technical support and services in problem resolution.

Requirements

PRIMARY RESPONSIBILITIES:

•Provide support for CrossLink Tax Tech Solutions by receiving inbound customer telephone calls and providing needed assistance.

•Self Motivated to achieve tasks such as outbound call checklists and database/information maintenance in an efficient and productive manner.
•Provide excellent customer service, technical troubleshooting, and problem resolution with user-friendly explanations.
•Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction.
•Use professional judgment to resolve problems and escalate customer concerns to other personnel or management as required.
•Serve as liaison between customers and other personnel/organizations for support and problem resolution.
•Assist and communicate with Team and Call Center Managers to resolve reported problems.
•Perform other duties as assigned.

KNOWLEDGE AND SKILL REQUIREMENTS:

1. 0-5 years of experience in Individual Income Tax Preparation or applicable Tax experience
2. 0-5 years of software technical support experience
3. 0-5 years of experience with Windows Operating Systems, Internet Explorer/Browser, Routers, Network Functions and Configurations, and Software Applications
4. Excellent customer service skills and ability to solve problems in a timely and friendly manner
5. Ability to effectively present information to coworkers and management

6. Capability to work hours required by Call Volume during Tax Season
7. Strong verbal and written skills
8. Ability to work well in a team environment

Salary Description

$18.27 - $24.00

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