Contact Center Representative

Jackson Hewitt - 3575; Charlotte (NC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Employee discounts

Flexible schedule

Training & development

Job summary

Jackson Hewitt - 3575 is seeking a customer service representative to assist clients via inbound/outbound calls, email, and chat. You will learn JH products, document cases, and guide clients through tax-related questions with empathy and accuracy.

You will engage in active listening, maintain records, and recommend services that fit client needs in a fast-paced environment.

Qualifications

• 1–3 years of call center experience
• High School Diploma/GED or equivalent related business experience preferred
• Strong written and verbal communication skills

Responsibilities

• Handle inbound and outbound calls to assess client needs and resolve issues
• Respond to inquiries via phone, email, or chat with accurate information
• Maintain professional, courteous communication and document interactions
• Take ownership to research, resolve, or escalate customer issues
• Provide product/service recommendations to meet client needs
• Utilize knowledge bases, scripts, and tools to support service completion

Skills

Call center experience

Written & verbal communication

Active listening

Interpersonal skills

Time management

Organizational skills

Empathetic communication

Tech literacy

Education

High School Diploma or GED

Tools

Phone systems

Job description

Benefits:

• Employee discounts
• Flexible schedule
• Training & development

At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity, quality, and consistency. We take pride in that. The role you play is critical to our success and together we are “Working Hard for the Hardest Working Americans”. This is our mission and it’s a large part of why we work here.

Together we are highly passionate about what we do, and how we can help our clients. For most Americans, their tax return is the biggest single financial event of the year, and it can be quite an emotional experience. That’s where you come in! We are here to ease their stress and provide expert customer service and tax knowledge.

What you'll do here:

• Inbound/Outbound calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Respond efficiently and accurately to client inquiries, explain possible solutions, and ensure that clients feel supported and valued.
• Present a professional, courteous, and confident demeanor via verbal and/or written communications.
• Take ownership in assisting, researching, resolving, or escalating customer issues.
• Respond to customer queries in a timely and accurate way, via phone, email, or chat.
• Diligently and accurately document customer records and cases.
• Engage in active listening with callers, confirm or clarify information and diffuse angry clients, as needed.
• Make sales or recommendations for products or services that may better suit client needs.
• Utilize software, databases, scripts, and tools appropriately.
• Use multiple tools, knowledgebase, and communication skills to effectively research and provide accurate information with the goal of recommending the customer’s next best action to take towards service completion.

Skills you'll bring for success:

• 1 - 3 years previous call center experience
• High School Diploma/GED or equivalent related business experience preferred
• Strong written and verbal communication skills
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• Patient and empathetic attitude
• Strong time management and organizational skills
• Comfortable working in a fast-paced environment
• Computer literacy, ability to learn new technologies
• Phone skills, including familiarity with complex or multi-line phone systems
• Ability to learn in-depth knowledge of JH’s products and/or services