Customer Service Representative I

Drake Software; Hayesville (NC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Paid vacation and holidays

401(k) with company match

Job summary

Taxwell is seeking a customer support professional to assist Drake Software users with technical inquiries and guidance. You will troubleshoot via phone, email, and chat, guiding clients through problem resolution while documenting interactions for continuous improvement.

The role emphasizes empathy, effective communication, and adherence to established procedures. A High School diploma or GED and data-entry skills are required, with a preference for prior customer relations experience.

Qualifications

• High School diploma or GED or equivalent required.
• Proficiency with essential computer applications and data entry skills.
• Strong customer service and communication skills required.
• Ability to build rapport and handle inquiries with empathy.

Responsibilities

• Diagnose and troubleshoot client inquiries via phone, email, and chat.
• Interview users to determine root cause and guide through troubleshooting steps.
• Document interactions and resolutions for follow-up and continuous improvement.
• Provide exceptional service to maintain positive relationships and customer experience.
• Adhere to scripts, procedures, and directions from management.
• Maintain reliable attendance and adhere to scheduled shifts.

Skills

Customer service

Verbal communication

Active listening

Reading comprehension

Critical thinking

Data entry

Education

High School diploma or GED

Tools

Computer applications

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

This role supports Drake Software in delivering the tools and services tax professionals rely on to grow their business and serve their clients. We are a team dedicated to providing excellent customer service by efficiently troubleshooting and resolving all client inquiries. Our customers trust Drake Software for comprehensive product excellence and value.

Essential Duties & Responsibilities

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email, and live chat, ensuring prompt and accurate solutions.
• Interview end user to determine root cause of the problem and leads user through troubleshooting and diagnostic procedures to identify a resolution.
• Handle problem recognition, research, isolation, resolution, and follow‑up for most user problems, partnering with designated staff on more complex problems to ensure customers receive appropriate advanced support.
• 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

• High School diploma or general education degree (GED); or related experience and/or training: or equivalent combination of education and experience required.
• Proficiency with essential computer applications and accurate data entry skills required.
• Prior experience in telemarketing, retail background or customer relations preferred.
• Strong customer service skills required.
• Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions.
• Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening.
• Strong reading comprehension and critical thinking skills required.

Comprehensive Benefits

Beyond competitive compensation, we invest in our team with a comprehensive benefits package designed to support your well‑being and growth. This includes medical, dental, vision, and life insurance, generous paid vacation and sick days, paid holidays, and a 401(k) with company match. You’ll thrive in our fun, collaborative, and supportive culture, with opportunities for continuous learning and career development.

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.