Contact Center Representative

About the role

At Jackson Hewitt and its independently owned and operated franchisees, we guide clients through tax codes, rules, and processes with integrity, quality, and consistency. Our mission is “Working Hard for the Hardest Working Americans,” and we take pride in providing expert customer service and tax knowledge to ease the stress of what is often the biggest financial event of the year for many Americans.

Responsibilities

• Handle inbound and outbound calls to learn about and address client needs, complaints, or issues with products or services.
• Respond efficiently and accurately to client inquiries, explain possible solutions, and ensure clients feel supported and valued.
• Present a professional, courteous, and confident demeanor via verbal and/or written communications.
• Take ownership of assisting, researching, resolving, or escalating customer issues.
• Respond to customer queries in a timely and accurate way via phone, email, or chat.
• Document customer records and cases diligently and accurately.
• Engage in active listening, confirm or clarify information, and diffuse angry clients as needed.
• Make sales or recommendations for products or services that may better suit client needs.
• Utilize software, databases, scripts, and tools appropriately.
• Use multiple tools, knowledge bases, and communication skills to research and provide accurate information, recommending the customer’s next best action toward service completion.

Requirements

• 1–3 years previous call‑center experience.
• High School Diploma/GED or equivalent related business experience (preferred).
• Strong written and verbal communication skills.
• Great active listening skills.
• Exceptional interpersonal and rapport‑building skills.
• Patient and empathetic attitude.
• Strong time‑management and organizational skills.
• Comfortable working in a fast‑paced environment.
• Computer literacy and ability to learn new technologies.
• Phone skills, including familiarity with complex or multi‑line phone systems.
• Ability to learn in‑depth knowledge of Jackson Hewitt’s products and services.

Pay

$12.00 – $15.00 per hour

Benefits

• Training & development
• Company parties
• Employee discounts
• Free tax training and continuing education for tax preparers
• Flexible scheduling