Customer Success Rep I US

Job Duties and Responsibilities

• Handles incoming customer questions in a multi-channel support environment; communicating via phone, by email, or on chat
• Creates cases in a case management system to document client inquiries
• Maintains daily log to show productivity and identify individual strengths and weaknesses
• Participates in special projects assigned by leadership such as site testing and client support initiatives
• Makes outbound calls to clients on complex issues that require additional interactions for resolution
• Adapts to changes in processes and policies as determined by leadership

Required Qualifications

• Education: High School Diploma or Equivalency
• Experience: Customer Support experience in a fast-paced environment
• Knowledge, Skills, Abilities: Exceptional Customer Success skills, Attention to detail, Committed work ethic, Demonstrates empathy, Ability to multi-task and prioritize multiple assignments, Strong verbal and written communication skills, Computer literacy, including internet applications and some Microsoft Excel, Incident interpretation and analytical skills, Ability to remain calm in a stressful situation, Maintains security of confidential information, Arrives punctually and has excellent attendance, Maintains professional environment and refrains from personal distractions while working

Preferred Qualifications

• Education: College degree in communications or related field
• Knowledge: Knowledge of tax rules

Working Conditions

• Onsite call center environment.
• Flexible to work between 8 and 6 Monday through Friday, with occasional overtime and weekends during peak season