Customer Service Representative 1

POSITION SUMMARY:

This role supports Drake Software in delivering the tools and services tax professionals rely on to grow their business and serve their clients.We are a team dedicated to providing excellent customer service by efficiently troubleshooting and resolving all client inquiries. Our customers trust Drake Software for comprehensive product excellence and value.  

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat, ensuring prompt and accurate solutions.

• Interviews end user to determine root cause of the problem and leads user throughtroubleshooting and diagnostic procedures to identify a resolution.

• Handles problem recognition, research, isolation, resolution, and follow-up for most user problems, partnering with designated staff on more complex problems to ensure customers receive appropriate advanced support.

• Accurately document and trackall customer interactions and resolutions for continuous improvement and follow-up on any unresolved problems timely. 

• Maximize positive relationships and customer experience through delivering exceptional, empathetic service in every interaction.

• Adhere to established best practices, procedures, scripts, and direction provided by management.

• Maintainconsistent, reliable attendance and adherence to your schedule for all shifts.

 ESSENTIAL DUTIES & RESPONSIBILITIES:

• High School diploma or general education degree (GED); or related experience and/or training: or equivalent combination of education and experience required.

• Proficiency with essential computer applications and accurate data entry skillsrequired.

• Prior experience in telemarketing, retail background or customer relations preferred.

• Strong customer service skills required.

• Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpfulinteractions.

• Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening.

• Strong reading comprehension and criticalthinking skills required.

Comprehensive Benefits:

Beyond competitive compensation, we invest in our team with a comprehensive benefits package designed to support your well-being and growth. This includes medical, dental, vision, and life insurance, generous paid vacation and sick days, paid holidays, and a 401(k) with company match. You'll thrive in our fun, collaborative, and supportive culture, with opportunities for continuous learning and career development.