Customer Service & Support Representative

JTH Tax LLC; Virginia Beach (VA); On-site; USD 19,000 - 25,000; Full time

Job summary

Liberty Tax Service is seeking a Customer Service & Support Representative for the Seasonal period at our Virginia Beach corporate office. You will handle inbound calls, assist clients with tax-related questions, and help schedule appointments at the front desk.

Responsibilities include de-escalating concerns, updating client accounts, and responding to inquiries in a polite, timely manner. Candidates should be flexible to work nights and weekends and possess strong communication skills.

Qualifications

• Strong verbal and written communication skills.
• Ability to de-escalate upset customers with patience.
• Comfortable working in a fast-paced environment.
• Able to work nights and weekends as necessary.

Responsibilities

• Take customer calls and provide accurate, satisfactory answers.
• De-escalate issues and assist customers patiently.
• Schedule appointments for clients and prospects.
• Review client accounts and provide updates on tax returns.

Skills

Customer service

Communication

Multitasking

Phone experience

Spanish language (preferred)

Education

High school diploma or GED

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service & Support Representative

Seasonal Corporate Office - Building 5, Virginia Beach, VA, US

Position Title: Customer Service & Support Representative

Status: Seasonal

Reports to Financial Products Support Supervisor

FLSA Status: Non-exempt

Why Liberty Tax?

We are the third-leading tax preparation service for individuals and small businesses, founded in 1997. Operating through a franchise model with 2,500+ retail branches and 12,000+ tax professionals across the United States and Canada, our services include various tax preparation options, such as online tax filing, tax prep, loans, assistance with audits, and various other services.

Founded in 1997, we are the third-leading tax preparation service for individuals and small businesses, operating through a franchise model with locations across the United States and Canada. Our comprehensive range of services includes various tax preparation options like online tax filing, tax prep, loans, assistance with audits, and various other offerings.

Believe in our mission! The Liberty Tax mission is to be trusted locally and respected nationally as the best choice for professional tax services. In keeping with that mission,

Our Culture:

• Fun, awesome, business-casual environment, with volunteer opportunities, and employee recognition
• Diversity & Inclusion
• Opportunities for career advancement within the company.

Position Responsibilities/Duties/Functions/Tasks

• Take customer calls - provide accurate, satisfactory answers to their queries and concerns
• De-escalate issues involving dissatisfied customers, offer patient assistance and support
• Call clients and potential customers and aid in scheduling appointments
• Review client accounts - provide updates and information about their tax return
• Responding to all client inquiries in a polite, professional, and timely manner
• Place outbound calls
• Document customer comments and feedback in the appropriate systems
• Expresses initial greeting at the front desk, as needed
• Answers and transfers phone calls
• Internal mail and package distribution
• Other duties as assigned

Position Qualifications

• Strong verbal and written communication, interpersonal and organization skills
• Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive
• Comfortable working in fast paced environment
• Verbal written communication skills to interact clearly with clients, vendors, and other employees
• Time management skills to prioritize and complete task daily
• A patient and empathetic attitude
• Adaptability and Flexibility in a change of pace work environment
• Computer literacy - Working knowledge of Windows Professional and Microsoft Office Suites
• Phone experience, including the ability to handle multi-dimensional phone systems
• Previous experience in a fast-paced, highly structured environment
• Ability to work both independently and within a team
• Bilingual in Spanish is preferred, not required
• Flexible to work nights and weekends as necessary
• Minimum of a high school diploma or a GED

Physical Demands and Work Environment

• Position requires working at a desk at the corporate office for periods of time up to eight hours daily.
• Will require working weekends and some Holidays

Employee Acknowledgement

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions. While this list is intended to be an accurate reflection of the current job, Liberty Tax Service reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload, or technological developments).

Liberty Tax Service is an equal opportunity employer.