Contact Center Representative at Jackson Hewitt Tax Service Inc. in NC-Charlotte-28208

Job description

• At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity, quality, and consistency. We take pride in that. The role you play is critical to our success and together we are “Working Hard for the Hardest Working Americans”. This is our mission and it’s a large part of why we work here.
• Together we are highly passionate about what we do, and how we can help our clients. For most Americans, their tax return is the biggest single financial event of the year, and it can be quite an emotional experience. That’s where you come in! We are here to ease their stress and provide expert customer service and tax knowledge.

Responsibilities

• Inbound/Outbound calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Respond efficiently and accurately to client inquiries, explain possible solutions, and ensure that clients feel supported and valued.
• Present a professional, courteous, and confident demeanor via verbal and/or written communications.
• Take ownership in assisting, researching, resolving, or escalating customer issues.
• Respond to customer queries in a timely and accurate way, via phone, email, or chat.
• Diligently and accurately document customer records and cases.
• Engage in active listening with callers, confirm or clarify information and diffuse angry clients, as needed.
• Make sales or recommendations for products or services that may better suit client needs.
• Utilize software, databases, scripts, and tools appropriately.
• Use multiple tools, knowledgebase, and communication skills to effectively research and provide accurate information with the goal of recommending the customer’s next best action to take towards service completion.

Requirements

• 1 - 3 years previous call center experience
• High School Diploma/GED or equivalent related business experience preferred
• Strong written and verbal communication skills
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• Patient and empathetic attitude
• Strong time management and organizational skills
• Comfortable working in a fast-paced environment
• Computer literacy, ability to learn new technologies
• Phone skills, including familiarity with complex or multi-line phone systems
• Ability to learn in-depth knowledge of JH’s products and/or services

Skills

Required

• Great active listening skills
• Patient and empathetic attitude

Benefits

• Work-Life Balance
• We offer seasonal opportunities and flexible schedules for a variety of positions. That leaves the rest of your time to build out your dreams, grow your skills, spend time with family, and live your life.
• Stability
• Over 150 million people file taxes every year and more than half use tax services.
• Be the Difference
• Who knows your community better than you do? Join a team that helps your neighbors with what is likely their most important financial transaction of the year.
• Recognition and Appreciation
• Jackson Hewitt recognizes top performers through the Tax Pro bonus program and other award drawings.
• Jobs with Career Potential
• Build your future—and your resume—with skills that don’t age. Get a start in the tax business and build the career you want.
• Giving Back
• Retail locations are often heavily involved in their local communities and charities.
• Celebrating Success
• Districts across the nation host conference calls that start with recognition of wins in client satisfaction, returns completed, and other company objectives. At the end of each tax season, teams in each district come together to celebrate the season’s accomplishments.
• Transferable Skills
• Learning to prepare taxes will benefit you at Jackson Hewitt and beyond.