Customer Service Representative

4 days ago


Bowling Green, Kentucky, United States Jackson Hewitt Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Contact Center Representative at Jackson Hewitt. As a key member of our customer service team, you will play a critical role in delivering exceptional service to our clients, ensuring their needs are met, and providing expert guidance on our products and services.

Key Responsibilities
  • Provide exceptional customer service via inbound and outbound calls, ensuring clients feel supported and valued.
  • Respond efficiently and accurately to client inquiries, explaining possible solutions and ensuring client satisfaction.
  • Present a professional, courteous, and confident demeanor via verbal and written communications.
  • Take ownership in assisting, researching, resolving, or escalating customer issues.
  • Respond to customer queries in a timely and accurate manner, 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 customer's next best action to take towards service completion.
Requirements
  • 1-3 years previous call center experience preferred but not required.
  • 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 JH's products and/or services.
  • PTIN Certification: Yes.


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