Customer Service Representative – Tax Software

GC Services Limited Partnership d/b/a InteLogix; El Paso (TX); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Paid Training

Medical, Dental, and Vision Insurance

Paid Time Off

Employee Discounts

Full-time, non-seasonal

Career Advancement

Job summary

InteLogix is seeking an entry-level customer support specialist in the United States. You will handle inbound calls from tax professionals, diagnose issues, and explain technical steps in clear language while maintaining records and ensuring high service quality.

Role requires typing 35 WPM, a year of customer service experience, and solid problem-solving skills. The position offers full-time hours with paid training and benefits.

Qualifications

• 18 years of age or older with a High School Diploma or GED
• Tech-savvy with the ability to navigate multiple windows and tabs while delivering top-tier customer support over the phone
• Typing proficiency of 35 WPM with accuracy
• Minimum 1 year of customer service experience required; 2 years of call center experience preferred
• Excellent attendance, ensuring you're there when our customers need you
• Solid understanding of computer hardware, software, operating systems, and basic networking principles. Ability to troubleshoot common computer-related issues.
• Basic tax knowledge is strongly preferred
• Ability to analyze customer issues, identify root causes, and determine appropriate solutions.
• Proven ability to apply logic and reasoning to resolve complex customer problems.
• Excellent phone etiquette and verbal communication skills with the ability to articulate technical information clearly and concisely
• Ability to compose professional and grammatically correct email responses, both internally and externally as needed
• Demonstrated ability to actively listen to customer concerns and gather relevant information
• A genuine ability to empathize with customers and handle challenging conversations with poise and professionalism
• A strong commitment to providing outstanding customer service and exceeding customer expectations

Responsibilities

• Field inbound calls from Tax professionals seeking software support
• Ask probing questions to determine the root cause of the issue
• Clearly communicate technical information and troubleshooting steps to customers with varying levels of technical understanding
• Maintain accurate records of customer interactions, problem resolutions, and follow-up actions in the call log database
• Exercise patience, empathy, and active listening skills to understand and address customer needs and concerns
• Escalate complex issues to senior support staff or technical teams as needed
• Adhere to call center procedures, scripts, and quality standards

Skills

Customer service

Typing 35 WPM

Empathy

Active listening

Communication

Problem solving

Education

High School Diploma or GED

Tools

Call center software

Job description

Pay Rate: $16.00/hr

Who we are: At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential. As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional services that make a positive impact. We believe in the power of teamwork, integrity, and the commitment to excellence. Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us. Together, we can make a difference.

What’s the Role About?

If you like to solve problems and interact with people from across the country, or maybe just a few towns over, this is the career for you! In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions. Are you energetic, enthusiastic with an engaging personality? Are you driven to deliver effective results while providing excellent customer service? Do you have extraordinary communication skills?

What’s in it for YOU?

• Paid Training
• Medical, Dental, and Vision Insurance
• Paid Time Off
• Employee Discounts
• Full-time, non-seasonal
• Career Advancement

Responsibilities

• Field inbound calls from Tax professionals seeking software support
• Ask probing questions to determine the root cause of the issue
• Clearly communicate technical information and troubleshooting steps to customers with varying levels of technical understanding
• Maintain accurate records of customer interactions, problem resolutions, and follow-up actions in the call log database
• Exercise patience, empathy, and active listening skills to understand and address customer needs and concerns
• Escalate complex issues to senior support staff or technical teams as needed
• Adhere to call center procedures, scripts, and quality standards

What We Look for in a Candidate

• 18 years of age or older with a High School Diploma or GED
• Tech-savvy with the ability to navigate multiple windows and tabs while delivering top-tier customer support over the phone
• Typing proficiency of 35 WPM with accuracy
• Minimum 1 year of customer service experience required; 2 years of call center experience preferred
• Excellent attendance, ensuring you're there when our customers need you
• Solid understanding of computer hardware, software, operating systems, and basic networking principles. Ability to troubleshoot common computer-related issues.
• Basic tax knowledge is strongly preferred
• Ability to analyze customer issues, identify root causes, and determine appropriate solutions.
• Proven ability to apply logic and reasoning to resolve complex customer problems.
• Excellent phone etiquette and verbal communication skills with the ability to articulate technical information clearly and concisely
• Ability to compose professional and grammatically correct email responses, both internally and externally as needed
• Demonstrated ability to actively listen to customer concerns and gather relevant information
• A genuine ability to empathize with customers and handle challenging conversations with poise and professionalism
• A strong commitment to providing outstanding customer service and exceeding customer expectations

InteLogix is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law. This position supports a client program subject to contractual security and access requirements. Employment and continued access to client systems and information may be contingent upon successful completion of applicable background screening and satisfaction of client security and access requirements. As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive.