Customer Experience Agent

Job Description

Job Description

Description

The Customer Experience Agent delivers exceptional customer service by providing account support, explaining product and program details, and assisting tax professionals and their clients. This role serves as the primary point of contact for both business customers and consumers, handling inbound calls, chat interactions, and outbound customer outreach.

Customer inquiries may include questions related to tax software, account services, and the Refund Advantage program, which provides qualifying consumers with faster access to their tax refunds through loan products. Business customers are typically small, independently owned tax preparation offices.

When inbound volume is low, agents will conduct outbound "discovery calls" to previous customers to assess interest in returning for future services. Interested customers are transferred to the Sales team for follow-up. No sales experience is required for this role. This position typically handles approximately 50 customer interactions per day through phone and chat channels.

Key Responsibilities

• Deliver outstanding customer service across phone and chat channels.
• Answer customer inquiries regarding accounts, products, programs, and services.
• Assist consumers with questions related to the Refund Advantage program.
• Support tax professionals and small business customers using company tax software and services.
• Navigate multiple systems efficiently to access and provide accurate customer information.
• Answer inbound calls promptly, maintaining established service-level expectations.
• Handle 50+ customer interactions daily while maintaining high-quality service.
• Complete customer request forms and accurately process account updates.
• Document all inbound and outbound customer interactions for recordkeeping and trend analysis.
• Conduct outbound discovery campaigns to previous customers and transfer qualified opportunities to the Sales team.
• Manage multiple customer interactions simultaneously while maintaining accuracy and professionalism.
• Maintain quality, productivity, and customer satisfaction standards.
• Perform additional duties and projects as assigned.

Required Qualifications

• High school diploma or GED required.
• Previous customer service experience required; call center experience strongly preferred.
• Strong verbal and written communication skills.
• Excellent listening, problem-solving, and customer service abilities.
• Ability to work efficiently in a fast-paced, high-volume environment.
• Proficiency with computers, data entry, and web-based applications.
• Ability to navigate multiple systems while speaking with customers.
• Strong attention to detail and documentation skills.

Preferred Qualifications

• Experience in a call center, contact center, or customer support environment.
• Experience in banking, financial services, tax preparation, or lending industries.
• Experience supporting customers through chat and email channels.
• Proficiency with Microsoft Excel and other Microsoft Office applications.
• Bilingual language skills.

Key Skills

• Customer Service
• Contact Center Support
• Inbound & Outbound Calling
• Chat Support
• Customer Experience
• Account Management
• Tax Software Support
• Financial Services Support
• Problem Resolution
• Data Entry
• Documentation
• Multitasking
• Communication Skills
• CRM Systems
• Relationship Building

Job Type & Location

This is a Contract position based out of Louisville, KY.

Pay and Benefits

The pay range for this position is $20.00 - $20.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Louisville,KY.

Application Deadline

This position is anticipated to close on Jul 31, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.