Customer Success Representative

Customer Success Rep I

Zenwork is the market-leading, award-winning provider of digital tax compliance software to 500,000+ SMBs, including 30,000 CPA firms, and large enterprises across the country. As the workforce continues to shift from full-time employees to independent contractors, businesses have been faced with increased informational tax reporting requirements at both the state and federal levels. Zenwork's Tax1099 software enables companies of all sizes to eFile 1099 tax forms and other important tax documents related to their utilization of 3rd party contractors, vendors, and suppliers. Having eFiled 20M tax forms to-date, Zenwork's SaaS platform is focused on streamlining tax compliance and regulatory reporting on behalf of its customers.

Job Purpose

As the primary contact for our customers, the Customer Success Representative is the voice of the company. To succeed in this role, you must be motivated and dedicated in every customer interaction. The Customer Success Representative handles incoming customer questions in a multi-channel support environment; communicating via phone, by email, or on chat. Inquiries will be input and maintained in a case management system. Additionally, there may be opportunities to contact customers via outbound communications.

Job Duties and Responsibilities

Handles incoming customer questions in a multi-channel support environment; communicating via phone, by email, or on chat

Creates cases in a case management system to document client inquiries

Maintains daily log to show productivity and identify individual strengths and weaknesses

Participates in special projects assigned by leadership such as site testing and client support initiatives

Makes outbound calls to clients on complex issues that require additional interactions for resolution

Adapts to changes in processes and policies as determined by leadership

Required Qualifications

High School Diploma or Equivalency

Customer Support experience in a fast-paced environment

Exceptional Customer Success skills

Attention to detail

Committed work ethic

Demonstrates empathy

Ability to multi-task and prioritize multiple assignments

Ability to work independently while contributing to team goals

Strong verbal and written communication skills

Computer literacy, including internet applications and some Microsoft Excel

Incident interpretation and analytical skills

Ability to remain calm in a stressful situation

Maintain security of confidential information

Arrive punctually and have excellent attendance

Maintains professional environment and refrains from personal distractions while working

Preferred Qualifications

College degree in communications or related field

Knowledge of tax rules

Working Conditions

Onsite call center environment.

Flexible to work between 8 and 6 Monday through Friday, with occasional overtime and weekends during peak season

EEOC Statement

Zenwork values diversity and does not discriminate based on race, color, religion, sex, national origin, age, disability, or genetic information in our hiring practices. We are committed to providing equal employment opportunities to all applicants and employees and fostering an inclusive and respectful work environment. If you require reasonable accommodation during the application or interview process, please let us know.