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Customer Service Agent

2 months ago

Wayne, Michigan, United States Jackson Hewitt - 2325 Full time
Job Overview

Benefits:

  • Flexible working hours
  • Career growth opportunities
  • Comprehensive training and development

At Jackson Hewitt, along with our independently owned and operated franchisees, we deliver a crucial service by assisting our clients in navigating the complexities of tax regulations and procedures. Our commitment to integrity, quality, and consistency is paramount, and we take great pride in this mission. Your role is vital to our success, and together we strive to support the hardest working individuals in America.


We are deeply passionate about our work and dedicated to helping our clients. For many Americans, their tax return represents the most significant financial event of the year, often accompanied by considerable stress. This is where you come in: our goal is to alleviate their concerns and provide exceptional customer service along with expert tax knowledge.


Key Responsibilities:

  • Handle inbound and outbound communications with clients to identify and resolve their needs, concerns, or issues related to our services.
  • Respond promptly and accurately to client inquiries, offering potential solutions and ensuring clients feel valued and supported.
  • Maintain a professional, courteous, and confident demeanor in all verbal and written communications.
  • Take initiative in assisting, researching, resolving, or escalating customer inquiries as necessary.
  • Provide timely and accurate responses to customer questions through various channels including phone, email, or chat.
  • Meticulously document customer interactions and cases.
  • Engage in active listening with clients, confirming or clarifying information and diffusing tense situations when required.
  • Recommend products or services that may better meet client needs.
  • Utilize software, databases, scripts, and tools effectively.
  • Employ multiple resources, knowledge bases, and communication skills to accurately research and advise clients on the best course of action for service completion.

Qualifications:

  • 1 to 3 years of experience in a call center environment.
  • High School Diploma/GED or equivalent relevant experience preferred.
  • Strong verbal and written communication skills.
  • Excellent active listening abilities.
  • Outstanding interpersonal skills and rapport-building capabilities.
  • Patient and empathetic approach.
  • Strong organizational and time management skills.
  • Able to thrive in a fast-paced work environment.
  • Proficient in computer usage and quick to learn new technologies.
  • Familiarity with complex or multi-line phone systems.
  • Ability to acquire in-depth knowledge of Jackson Hewitt's products and services.