Customer Service Representative I

Drake Software is a leading digital tax filing platform dedicated to providing exceptional customer service and support to tax professionals. The Customer Service Representative I role focuses on diagnosing and resolving technical inquiries from clients, ensuring a positive customer experience through effective communication and problem-solving.

Responsibilities:

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat, ensuring prompt and accurate solutions
• Interviews end user to determine root cause of the problem and leads user through troubleshooting and diagnostic procedures to identify a resolution
• Handles problem recognition, research, isolation, resolution, and follow-up for most user problems, partnering with designated staff on more complex problems to ensure customers receive appropriate advanced support
• Accurately document and track all customer interactions and resolutions for continuous improvement and follow-up on any unresolved problems timely
• Maximize positive relationships and customer experience through delivering exceptional, empathetic service in every interaction
• Adhere to established best practices, procedures, scripts, and direction provided by management
• Maintain consistent, reliable attendance and adherence to your schedule for all shifts

Requirements:

• High School diploma or general education degree (GED); or related experience and/or training: or equivalent combination of education and experience required
• Proficiency with essential computer applications and accurate data entry skills required
• Strong customer service skills required
• Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
• Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening
• Strong reading comprehension and critical thinking skills required
• Prior experience in telemarketing, retail background or customer relations preferred