Customer Service Representative I

About the role

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.

Responsibilities

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat, ensuring prompt and accurate solutions.
• Interview end users to determine root cause of problems and guide them through troubleshooting and diagnostic procedures to identify resolutions.
• Handle problem recognition, research, isolation, resolution, and follow-up for most user problems, partnering with designated staff on more complex issues to ensure customers receive appropriate advanced support.
• Accurately document and track all customer interactions and resolutions for continuous improvement and follow up on any unresolved problems in a timely manner.
• 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.
• Maintain consistent, reliable attendance and adherence to your schedule for all shifts.

Requirements

• 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 skills required.
• 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 helpful interactions.
• Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening.
• Strong reading comprehension and critical thinking skills required.

Benefits

• Medical, dental, vision, and life insurance.
• Generous paid vacation and sick days, plus paid holidays.
• 401(k) with company match.
• Fun, collaborative, and supportive culture.
• Opportunities for continuous learning and career development.