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Drake Software · 2 weeks ago

Customer Service Representative Drake User

United States

Full-time

Remote

Mid Level

3+ years exp

Drake Software is a leading digital tax filing platform that offers professional digital and downloadable products along with exceptional customer support. The Customer Service Representative will support tax professionals by diagnosing and resolving inquiries, ensuring a positive customer experience, and maintaining accurate documentation of interactions.

AccountingSoftware

Responsibilities

Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone, ensuring prompt and accurate solutions

Interviews end user to collect information about problem and leads user through diagnostic and troubleshooting procedures to provide resolution

Provide comprehensive support by identifying, researching, isolating, and resolving the majority of user problems. For intricate issues, partner with designated staff to facilitate appropriate advanced support and resolution

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

Qualification

Drake SoftwareCustomer serviceCritical thinkingVerbal communicationWritten communicationBasic computer skillsKeyboarding skillsEmpathyAttention to detail

Required

Minimum of 3 years prior experience using Drake Software

Navigational awareness, critical thinking skills

Basic computer and keyboarding skills required

Strong customer service skills required

Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions

Strong verbal and written communications skills required (good grammar, active listening, voice and diction)

Strong reading comprehension and critical thinking skills required

Minimum of 3 years' proficient experience with Drake Software, including in-depth product navigation and utilization

Commitment to Quality – strong attention to detail and accuracy

Ability to clearly and concisely communicate both in written and oral formats

Ability to understand/comprehend varying levels of training and follow directions

Committed to consistently meeting and exceeding client expectations

Proven dependability and professionalism

Company

Drake Software

Drake Software is a complete professional tax preparation program for federal and state returns, business and individual. It is a sub-organization of Cinven.

Founded in 1977

Franklin, North Carolina, USA

501-1000 employees