Customer Service Representative
Taxwell
Customer Service Representative
Taxwell
Digital tax filing software for professionals
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 offerscustomers professional digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution forall 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.
POSITION SUMMARY:
For over 40 years, Drake Software LLC has designed, developed and distributed automated tax preparation solutions for tax professionals and is looking for seasonal agentswho have Drake Software and tax preparation experience to help support our clients.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone, ensuring prompt andaccuratesolutions.
Interviews enduserto collect information aboutproblemand leadsuserthrough 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 tofacilitateappropriate advancedsupport and resolution.
Accurately document and track all customer interactions and resolutions for continuous improvement and follow-up on any unresolved problemstimely.
Maximize positive relationships and customer experiencethroughdelivering exceptional, empathetic service in every interaction.
Adhere toestablishedbest practices, procedures, scripts, anddirectionprovided by management.
Maintainconsistent, reliableattendanceand adherence to your schedule for all shifts.
EDUCATION & EXPERIENCE:
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
NEEDED ATTRIBUTES & COMPETENCIES:
Minimum of 3 years'proficient experiencewith Drake Software, including in-depth product navigation andutilization
Navigational awareness, critical thinking skills
Basic computer and keyboarding skillsrequired
Strong customer service skillsrequired
Ability to build rapport anddemonstrateempathy with customers through friendly,courteousand helpful interactions
Strong verbaland writtencommunications skillsrequired(good grammar,active listening,voiceand diction)
Strong reading comprehension and critical thinking skillsrequired
A genuine desire to help others and a commitment to providing excellent service
NEEDED ATTRIBUTES& COMPETENCIES:
Commitment to Quality – strong attention to detail and accuracy
Ability to clearly andconciselycommunicate both in written and oral formats
Ability to understand/comprehendvarying levels of training and follow directions
Committed to consistently meeting and exceeding client 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.
If you need assistance or accommodation due to a disability, you may contact us at [email protected] or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.
Taxwell combines Drake Software and TaxAct to offer digital tax filing for both tax professionals and DIY filers. It provides downloadable and cloud-based software to prepare federal and state tax returns (forms such as 1040, 1065, 1120, 1120S, 1041, 990, 706) and supports e-filing, multi-state filing, practice management, and customizable client billing for professionals. For DIY users, TaxAct guides the filing process to maximize credits and refunds with straightforward software. Integrated services include Drake Pay for payments and audit defense via Protection Plus. The company serves over 90,000 tax professionals and more than 3 million DIY filers, with Drake Software serving about 70,000 firms that file over 36 million returns annually. Taxwell is owned by private equity firm Cinven and aims to deepen its position in the US tax software market by offering both professional-grade tools and consumer-friendly filing options under two established brands.
Explore more opportunities at Taxwell