Customer Care Representative - Remote Virtual US TP87888

About the role

As a Customer Care Representative, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.

Responsibilities

• Connect with customers via phone/video call/email/chat/and or social media to resolve their questions or concerns
• Answer product and software-related questions
• Provide and utilize articles to assist customers to their tax questions and calculations
• Apply defined practices, procedures and policies to troubleshoot and resolve issues with product/software
• Calmly attempt to resolve and de-escalate any issues
• Escalate interactions when necessary and appropriate
• Track all call related information for auditing and reporting purposes
• Provide feedback on call issues
• Upsell if required

Qualifications

• High School Diploma or equivalent
• Minimum of 6 months of customer service experience
• Must be 18 years of age or older
• Ability to type at least 25 words per minute
• Comfortable with desktop computer systems and have general knowledge of Windows-based systems

Preferred qualifications

• Customer service and/or sales experience preferred
• College degree preferred but not required

Key competencies

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
• Communication: Outstanding communication, listening, and analytical skills
• Organizational Skills: Strong organizational and problem-solving skills
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience

Work from home requirements

A dedicated workspace located near your router to support a hardwired Ethernet connection (minimum 15 Mbps download/10 Mbps upload, ISP under 50ms). Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN. Proof of internet speed required.

Benefits

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

This response is AI-generated, for reference only.