Customer Service Representative Drake User

Drake Software is a leading digital tax filing platform that provides professional digital and downloadable products for tax professionals. The Customer Service Representative will support tax professionals by diagnosing and resolving inquiries, ensuring exceptional service and customer experience in every interaction.

Responsibilities:

• Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone, ensuring prompt and accurate solutions
• Interviews end user to collect information about problem and leads user through diagnostic and troubleshooting procedures to provide resolution
• Provide comprehensive support by identifying, researching, isolating, and resolving the majority of user problems. For intricate issues, partner with designated staff to facilitate appropriate advanced support and resolution
• 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:

• Minimum of 3 years prior experience using Drake Software
• Navigational awareness, critical thinking skills
• Basic computer and keyboarding skills required
• Strong customer service skills required
• Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
• Strong verbal and written communications skills required (good grammar, active listening, voice and diction)
• Strong reading comprehension and critical thinking skills required
• Minimum of 3 years' proficient experience with Drake Software, including in-depth product navigation and utilization
• Commitment to Quality – strong attention to detail and accuracy
• Ability to clearly and concisely communicate both in written and oral formats
• Ability to understand/comprehend varying levels of training and follow directions
• Committed to consistently meeting and exceeding client expectations
• Proven dependability and professionalism