Customer Service Representative

Job Summary

Supporting tax professionals remotely, the part-time Customer Service Representative with Drake Software will diagnose and resolve inquiries, ensuring exceptional service and customer satisfaction while documenting interactions for continuous improvement.

Key responsibilities

• Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone
• Document and track all customer interactions and resolutions for follow-up and improvement
• Maximize customer experience by delivering empathetic service and adhering to best practices

Required qualifications

• Minimum of 3 years prior experience using Drake Software
• Basic computer and keyboarding skills
• Strong customer service skills with the ability to build rapport and demonstrate empathy
• Proficient verbal and written communication skills
• Critical thinking skills and navigational awareness