Customer Service Representative
4 days ago
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.
- 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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