Customer Service & Support Representative

Posted 2 days ago

liberty tax serviceVirginia Beach (VA)

Customer Service Representatives Tax Preparation Services

SENIORITY

Junior

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About the role

Customer Service & Support Representative We are the third-leading tax preparation service for individuals and small businesses, founded in 1997. Operating through a franchise model with 2,500+ retail branches and 12,000+ tax professionals across the United States and Canada, our services include various tax preparation options, such as online tax filing, tax prep, loans, assistance with audits, and various other services. Founded in 1997, we are the third-leading tax preparation service for individuals and small businesses, operating through a franchise model with locations across the United States and Canada. Our comprehensive range of services includes various tax preparation options like online tax filing, tax prep, loans, assistance with audits, and various other offerings. The Liberty Tax mission is to be trusted locally and respected nationally as the best choice for professional tax services. In keeping with that mission, we value: Fun, awesome, business-casual environment, with volunteer opportunities, and employee recognition Diversity & Inclusion Opportunities for career advancement within the company.

Position Responsibilities/Duties/Functions/Tasks:

Take customer calls - provide accurate, satisfactory answers to their queries and concerns
De-escalate issues involving dissatisfied customers, offer patient assistance and support
Call clients and potential customers and aid in scheduling appointments
Review client accounts - provide updates and information about their tax return
Responding to all client inquiries in a polite, professional, and timely manner
Place outbound calls
Document customer comments and feedback in the appropriate systems
Expresses initial greeting at the front desk, as needed
Answers and transfers phone calls
Data entry
Internal mail and package distribution
Other duties as assigned

Position Qualifications:

Strong verbal and written communication, interpersonal and organization skills
Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive
Comfortable working in fast paced environment
Verbal written communication skills to interact clearly with clients, vendors, and other employees
Time management skills to prioritize and complete task daily
A patient and empathetic attitude
Adaptability and Flexibility in a change of pace work environment
Computer literacy - Working knowledge of Windows Professional and Microsoft Office SuitesPhone experience, including the ability to handle multi-dimensional phone systems
Previous experience in a fast-paced, highly structured environment
Ability to work both independently and within a team
Bilingual in Spanish is preferred, not required
Flexible to work nights and weekends as necessary
Minimum of a high school diploma or a GED

Physical Demands and Work Environment: Position requires working at a desk at the corporate office for periods of time up to eight hours daily. Will require working weekends and some Holidays This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions. While this list is intended to be an accurate reflection of the current job, Liberty Tax Service reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload, or technological developments).Liberty Tax Service is an equal opportunity employer.

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