Chat Customer Service Representative - Complete Tax

Position Title: Chat Customer Service Representative ("CSR")Department: Complete Tax // EbuzzStatus: SeasonalStart Date: December 2024Reports to: Supervisor - Chat Customer ServiceFLSA Status: non-exemptPosition PurposeThe Chat CSR position is the front-line support position for Complete Tax (formerly Ebuzz). They help support our customers (3rd party sales representatives) using chat software; answer incoming chat requests regarding the in-house tax software and general tax questions, use our tax software to view returns to help resolve our customer's questions, and provide solutions to our customer's requests using both typed responses and pre-configured (e.g., canned) answers.Position Responsibilities/Duties/Functions/TasksLearn the basics of tax preparationLearn how to operate our in-house tax software to prepare tax returnsUse Chat software to answer customer inquiries regarding the tax software, general tax questions, and any other questions or concernsEngage with customers in a friendly and professional mannerActively discern customer's questions and the issue(s) behind their inquiryOffer support and solutions to customers in accordance with the company's customer service policiesUse Microsoft Teams to communicate with other CSRs, Team Leads, and Preparers, as neededGeneral Computer experience using internet browsers, email, and search enginesPosition QualificationsExcellent communication skills both verbal and writtenAbility to multi-taskAbility to use computer-based management systems to service our customer base though chat software and emailAbility to function in a small team environmentAbility to navigate through internet resources to gather information, as neededExperience in a call center or customer service environment is a plusPhysical Demands and Work EnvironmentPosition requires working at a desk at the corporate office for periods of time up to eight hours.The use of a headset or other communication devices may be necessary for effective collaboration with team members.Will require working weekends and some Holidays.Employee AcknowledgementThe above is not an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions. While this list is intended to be an accurate reflection of the current job, Complete Tax reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload or technological developments).Complete Tax is an equal opportunity employer.

Created: 2024-10-22