Customer Service Representative I

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.

Essential Duties & 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 the problem and lead them through troubleshooting 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 track all 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.

Education & Experience

• 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.

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.