Customer Care Agent – Drake Pro

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 seasonal Customer Service Agents who have Drake Software and tax preparation experience. We are currently recruiting for our bilingual positions (fluent in English and Spanish) as well as our non-bilingual Customer Care Agent – Drake Pro positions.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Answers, evaluates and prioritizes incoming telephone, for assistance from customers (end user) experiencing problems with software navigation and troubleshooting.
• Interviews end user to collect information about problem and leads user through diagnostic and troubleshooting procedures to provide resolution.
• Logs and tracks calls using a Call Log database and maintains history records and related problem documentation.
• Ensure maximum good will from inbound or outbound phone transactions.
• Adhere to regular attendance as required for shift.

SKILL AND EDUCATIONAL REQUIREMENTS

• Minimum of 3 years prior experience using Drake Software. Navigational awareness, critical thinking skills
• At least 2 years of tax preparation experience
• Basic computer and keyboarding skills required
• Fluent in both English and Spanish to be considered for our bilingual positions
• Strong customer service skills required (friendly, courteous and helpful)
• Strong verbal communications skills required (good grammar, voice and diction)

NEEDED ATTRIBUTES/COMPETENCIES

• Commitment to Quality – strong attention to detail and accuracy
• Ability to clearly and succinctly communicate both in written and oral formats
• Ability to understand/comprehend varying levels of training and follow directions
• Concern and desire to meet/exceed client/customer expectations
• Proven dependability and professionalism

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.