Customer Service Representative

3 weeks ago


Franklin, North Carolina, United States Taxwell Full time

We are seeking a highly skilled Customer Service Representative to join our team at Taxwell. As a key member of our customer support team, you will be responsible for providing exceptional service to our customers through various channels, including telephone, email, and live chat. Our ideal candidate will have strong communication skills, a passion for problem-solving, and the ability to work in a fast-paced environment.

**About Us**

Taxwell is a leading digital tax filing platform that offers customers professional digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress, and partnership.

**Job Description**

This role will primarily support our customers as we provide the tools and support tax professionals need to build their businesses and attract new clients. You will answer, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies associated with the use of our software.

**Essential Duties & Responsibilities:**

  • Answer, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies associated with the use of our software.
  • Interview end user to collect information about the problem and lead user through diagnostic procedures to determine the source of error.
  • Determine whether the problem is caused by hardware, such as a modem, printer, cables, or telephone.
  • Handles problem recognition, research, isolation, resolution, and follow-up for most user problems, referring the more complex problems to DM, CRMT, or technical staff for further assistance.
  • Logs and tracks calls using a Call Log database and maintains historical records and related problem documentation.
  • Ensure maximum goodwill from inbound or outbound phone transactions.
  • Handle inbound or outbound calls that are primarily routine or basic in nature.
  • Follow basic procedures and scripts per management direction.
  • Adhere to regular attendance as required for shift.

**Required Skills & Qualifications:**

  • High School diploma or general education degree (GED); or related experience and/or training; or equivalent combination of education and experience required.
  • Basic computer and keyboarding skills required.
  • Prior experience in telemarketing, retail background, or customer relations preferred.
  • Strong customer service skills required (friendly, courteous, and helpful).
  • Strong verbal communication skills required (good grammar, voice, and diction).
  • Reading fluency required.

**Benefits Package:**

We offer a competitive salary, comprehensive benefits package that includes medical, dental, vision, life insurance, paid vacation and sick days, paid holidays, and 401(k) with company match. Our team members enjoy a supportive, open, and inclusive atmosphere and a collaborative work environment.



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