Customer Service Representative Drake User

Drake Software; United States; On-site; USD 21,000 - 34,000; Full time

Job summary

Taxwell is seeking seasonal agents to support Drake Software, providing expert help to tax professionals using Drake Software for tax preparation and client support.

You will diagnose and resolve inquiries by phone, document interactions, and collaborate with teammates to ensure timely resolutions while maintaining a high standard of service.

Minimum 3 years experience with Drake Software, strong customer service, empathy, and clear written and verbal communication are required.

Qualifications

• Minimum of 3 years experience using Drake Software.
• Strong customer service skills and ability to build rapport.
• Excellent verbal and written communication abilities.
• Empathetic, patient, and able to manage difficult interactions.
• Ability to document interactions accurately and follow procedures.

Responsibilities

• Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone.
• Interview end users to collect information and guide them through diagnostics.
• Document and track all interactions for quality and follow-up.
• Maintain high-quality service and adhere to scripts and management direction.
• Ensure reliable attendance and schedule adherence for all shifts.

Skills

Customer service

Empathy

Verbal communication

Written communication

Active listening

Tools

Drake Software

Job description

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

Drake Software is a leading digital tax filing platform which offers customers professional digital and downloadable products that are easy‑to‑use, best‑in‑class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. Drake Software is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team.

This role will primarily support Drake Software as we provide the tools and support tax professionals need to build their businesses and attract new clients. We are an organization of problem solvers continually looking for solutions to support our customers. Our customers know they can rely on Drake Software for comprehensive product excellence and value.

Position Summary

For over 40 years, Drake Software LLC has designed, developed and distributed automated tax preparation solutions for tax professionals and is looking for seasonal agents who have Drake Software and tax preparation experience to help support our clients.

Essential Duties & 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.

Education & Experience

• 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

Needed Attributes & Competencies

• Minimum of 3 years' proficient experience with Drake Software, including in-depth product navigation and utilization
• 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
• A genuine desire to help others and a commitment to providing excellent service
• NEEDED ATTRIBUTES & COMPETENCIES:
• 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

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at [e-mail] or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.