Customer Care Representative

Position Overview:

Our Customer Support Representatives (CSR) play a crucial role in supporting one of the world's leading tax preparation services. In this dynamic position, CSRs are the go-to expert for customers seeking guidance on tax preparation products and services. Whether it's through phone calls, emails, or chat interactions, they tackle a diverse range of tax-related inquiries with confidence and precision. Utilizing provided knowledge bases, tools, and resources, CSRs provide comprehensive support across multiple service lines

Specific Responsibilities May Include:

• Provide advanced client support by communicating via phone, email or chat with external clients requiring assistance with tax-related products and services
• Handle routine tax questions and issues using provided knowledge bases and support tools
• Process and escalate client complaints according to established protocols
• Schedule tax preparation appointments and assist with digital scheduling platforms
• Support clients with office locations and general tax office information
• Track and communicate tax refund status information to clients
• Assist with online account management, including troubleshooting login issues and digital platform navigation
• Support identity protection services and address tax identity theft concerns
• Guide clients through tax preparation course enrollment and learning platform navigation
• Provide technical support for various tax-related software and digital tools
• Manage and track customer inquiries through appropriate systems and protocols
• Identify and escalate complex issues following established procedures, and partner with internal teams for issue resolution when needed
• Maintain current knowledge of tax-related products and services

Required Experience, Skills & Competencies:

Qualifications & Requirements

• 1+ years of professional experience in customer service, technical support, travel/hospitality, tax/financial services, healthcare, or administrative operations (6+ months of call center experience preferred).
• High school diploma or equivalent required; must successfully pass a background check and employment verification.
• English fluency at C1 level or higher (read, write, speak); bilingual roles require English (C1) and Spanish (B2) fluency.
• Flexible to work a 40-hour workweek across any shift within a 24/7 operating schedule.

Technical Aptitude & Multitasking

• Proficient in Microsoft Windows, Safari, mobile apps, and web-based application navigation.
• Translates complex technical concepts into clear, simple language for non-technical users.
• Navigates multiple computer systems and channels concurrently while maintaining a minimum typing speed of 35 WPM with high accuracy.
• Leverages internal knowledge bases and public documentation to research solutions rapidly.

Customer Engagement & Omnichannel Communication

• Delivers exceptional verbal, written, and active listening skills across phone, chat, and email support channels.
• Maintains a calm, polite, and empathetic tone to build rapport and uncover needs through strategic probing questions.
• Balances strong customer advocacy with adherence to company standards and guidelines.

Problem Solving & Execution

• Demonstrates strong time management and attention to detail while managing complex, fast-paced workflows.
• Maintains steady focus, energy, and commitment to completing tasks thoroughly without constant supervision.
• Adapts swiftly to operational changes and evolving toolsets.

Professionalism & Personal Drive

• Shows exceptional reliability, punctuality, and a strong work ethic under pressure.
• Self-motivated to meet and exceed personal performance metrics.
• Receptive to constructive feedback, using coaching as an opportunity for continuous personal growth.

Preferred Experience, Skills, & Competencies:

• Any College degree or certificate
• 6+ months of previous call center experience
• One or more (1+) year(s) of specific experience in Technical (FTS) or Financial (FS)