Remote Seasonal Bilingual Customer Service Representative

Taxwell; United States; Remote; USD 21,000 - 28,000; Part time

Job summary

Taxwell seeks a Remote Seasonal Bilingual Customer Service Representative to support Drake Software and TaxAct products. The role requires fluency in Spanish and English and will help tax professionals build their businesses and attract new clients.

The position runs from November through April, offering customer service duties via phone, email, and live chat, with opportunities to assist in resolving complex tax-related inquiries while delivering excellent service.

Qualifications

• Must be fluent in both Spanish and English.
• 1 year of experience in a customer service role within a call center environment, preferably providing software support.
• Proficiency with essential computer applications and accurate data entry skills.
• Prior experience in telemarketing, retail background or customer relations preferred.

Responsibilities

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat.
• Interviews end user to determine root cause and guides through troubleshooting steps.
• Document and track customer interactions and resolutions for continuous improvement.
• Deliver empathetic service to maximize customer satisfaction.
• Follow scripts and management directions while maintaining consistent attendance and schedule.

Skills

Bilingual Spanish/English

Customer service

Active listening

Communication

Education

High School diploma or GED

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.

The Remote Seasonal Bilingual Customer Service Representative 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. Candidates must be fluent in both Spanish and English. This is a seasonal position lasting from November until April.

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.
• Interviews end user to determine root cause of the problem and leads user through troubleshooting and diagnostic procedures to identify a resolution.
• Handles 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.

QUALIFICATIONS

• Must be fluent in both Spanish and English.
• High School diploma or general education degree (GED).
• At least 1 year of experience in a customer service role within a call center environment, preferably providing software support.
• 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.
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

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.

Taxwell is the leading digital tax filing platform formed from the combination of Drake Software® and TaxAct®. These two longstanding organizations offer customers do-it‑self digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. Taxwell brands are the trusted solution to make taxes easy for the most complex users. TaxAct offers income tax preparation software directly to consumers and tax professionals. The process of filing taxes is highly personal and can be extremely complex. At TaxAct we aim to help every customer accurately file their taxes while simultaneously identifying opportunities to improve their financial situation. Since 2000, TaxAct has helped file over 90 million returns through TaxAct consumer and professional software. We believe that everyone should be empowered to do their own taxes, have the proper resources to claim the money they deserve and receive support to make informative financial decisions. Drake Software has a long history providing top‑tier professional tax preparation software. Since 1977, Drake has provided services to over 70,000 tax professionals nationwide that have filed over 40 million tax returns each year. Drake Software’s comprehensive products provide the tools and support tax professionals need to build their businesses. Drake products are designed to assist our customers efficiently prepare and e‑file individual and business returns, so they can focus on serving their clients.