CUSTOMER SERVICE AGENT - BILINGUAL SPANISH

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed.

Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

Drake Software is a leading digital tax filing platform which offers customers professional digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support.

We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values : performance, perseverance, progress and partnership.

Drake Software is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team.

This role will primarily support Drake Software as we provide the tools and support tax professionals need to build their businesses and attract new clients.

We are an organization of problem solvers continually looking for solutions to support our customers. Our customers know they can rely on Drake Software for comprehensive product excellence and value.

Drake Software is looking for Customer Service Representatives who are fluent in Spanish and English.

ESSENTIAL DUTIES & RESPONSIBILITIES :

• Answers, evaluates, and prioritizes incoming telephone, voice mail, email, fax, and live chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies associated with the use of Drake Software.
• Interviews end user to collect information about the problem and leads user through diagnostic procedures to determine the source of error.
• Determines whether the problem is caused by hardware, such as a modem, printer, cables or telephone.
• Handles problem recognition, research, isolation, resolution, and follow-up for most user problems, referring the more complex problems to DM, CRMT, or technical staff for further assistance.
• Logs and tracks calls using a Call Log database and maintains historical records and related problem documentation.
• Ensure maximum goodwill from inbound or outbound phone transactions.
• Handle inbound or outbound calls that are primarily routine or basic in nature.
• Follow basic procedures and scripts per management direction.
• Adhere to regular attendance as required for shift.

SKILL AND EDUCATIONAL REQUIREMENTS :

• High School diploma or general education degree (GED); or related experience and / or training : or equivalent combination of education and experience required.
• Bilingual in Spanish and English.
• Basic computer and keyboarding skills required.
• Prior experience in telemarketing, retail background or customer relations preferred.
• Strong customer service skills required (friendly, courteous and helpful).
• Strong verbal communication skills required (good grammar, voice and diction).
• Reading fluency required.

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment.

At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law.

Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at [email protected] or by calling 828-349-5703 extension 6049 to speak with a member of the HR Talent Acquisition team.