Customer Care Representative

Position Overview:Our Customer Support Representatives (CSR) play a crucial role in supporting one of the world's leading tax preparation services. In this dynamic position, CSRs are the go-to expert for customers seeking guidance on tax preparation products and services. Whether it's through phone calls, emails, or chat interactions, they tackle a diverse range of tax-related inquiries with confidence and precision. Utilizing provided knowledge bases, tools, and resources, CSRs provide comprehensive support across multiple service linesSpecific Responsibilities May Include:Provide advanced client support by communicating via phone, email or chat with external clients requiring assistance with tax-related products and servicesHandle routine tax questions and issues using provided knowledge bases and support toolsProcess and escalate client complaints according to established protocolsSchedule tax preparation appointments and assist with digital scheduling platformsSupport clients with office locations and general tax office informationTrack and communicate tax refund status information to clientsAssist with online account management, including troubleshooting login issues and digital platform navigationSupport identity protection services and address tax identity theft concernsGuide clients through tax preparation course enrollment and learning platform navigationProvide technical support for various tax-related software and digital toolsManage and track customer inquiries through appropriate systems and protocolsIdentify and escalate complex issues following established procedures, and partner with internal teams for issue resolution when neededMaintain current knowledge of tax-related products and servicesRequired Experience, Skills & Competencies:Qualifications & Requirements1+ years of professional experience in customer service, technical support, travel/hospitality, tax/financial services, healthcare, or administrative operations (6+ months of call center experience preferred).High school diploma or equivalent required; must successfully pass a background check and employment verification.English fluency at C1 level or higher (read, write, speak); bilingual roles require English (C1) and Spanish (B2) fluency.Flexible to work a 40-hour workweek across any shift within a 24/7 operating schedule.Technical Aptitude & MultitaskingProficient in Microsoft Windows, Safari, mobile apps, and web-based application navigation.Translates complex technical concepts into clear, simple language for non-technical users.Navigates multiple computer systems and channels concurrently while maintaining a minimum typing speed of 35 WPM with high accuracy.Leverages internal knowledge bases and public documentation to research solutions rapidly.Customer Engagement & Omnichannel CommunicationDelivers exceptional verbal, written, and active listening skills across phone, chat, and email support channels.Maintains a calm, polite, and empathetic tone to build rapport and uncover needs through strategic probing questions.Balances strong customer advocacy with adherence to company standards and guidelines.Problem Solving & ExecutionDemonstrates strong time management and attention to detail while managing complex, fast-paced workflows.Maintains steady focus, energy, and commitment to completing tasks thoroughly without constant supervision.Adapts swiftly to operational changes and evolving toolsets.Professionalism & Personal DriveShows exceptional reliability, punctuality, and a strong work ethic under pressure.Self-motivated to meet and exceed personal performance metrics.Receptive to constructive feedback, using coaching as an opportunity for continuous personal growth.Preferred Experience, Skills, & Competencies:Any College degree or certificate6+ months of previous call center experienceOne or more (1+) year(s) of specific experience in Technical (FTS) or Financial (FS)