Tax Refund Customer Service (Remote)

VERTACALL; Kentucky; Remote; USD 30,000 - 45,000; Full time

Job summary

A customer service firm in Kentucky is seeking a Customer Service Representative to assist clients with product and technical support through inbound calls and video interactions. Candidates should demonstrate strong communication skills, a customer-oriented approach, and a high school diploma. Training certification for tax preparation software will be covered. This position offers an opportunity for individuals who can effectively troubleshoot and advocate for customer needs, all in a supportive environment.

Qualifications

• Track record of over-achieving quota.
• Familiarity with CRM systems and practices.
• Customer-oriented with a strong ability to adapt.

Responsibilities

• Provide inbound phone and video customer service/technical support.
• Research and analyze appropriate actions for tax customers.
• Interact with customers on software navigation and amendments.
• Document all issues, resolutions, and follow-up actions.

Skills

Phone contact handling skills

Active listening

Excellent communication skills

Ability to multi-task

Adaptability

Education

High school diploma

Job description

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our client accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs gather that for us. Problem-solving should also come naturally to our customer care specialists. You should be confident in troubleshooting and investigating if do or don’t have enough information to resolve customer complaints.

Tax preparation software is one of the most popular income tax services during tax season. The software is designed to guide users through their tax returns step-by-step.

Responsibilities

• Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability.
• Research, analyze and determine an appropriate course of action for tax customers.
• Interact with customers via phone focusing on software navigation questions as well as assisting the customer with locating prior years’ returns and amendments.
• Serve as an ambassador for the Intuit brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.
• Document all issues, resolution and follow up actions.

Requirements

• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school diploma

Benefits

This is NOT paid training. However, we WILL cover the cost of the Training Certification Course. Once you've passed the software certification course with a passing score, PAID services will begin. You MUST make the time to train and pass. You MUST have a working computer and internet connection at home. If you cannot make time to train, DO NOT APPLY.