Job Details

Position Title:Customer Care Center Representative

Department:Managed Operations Division

Status: Seasonal

Reports to:Area Manager

FLSA Status:Non-Exempt

Position Purpose

The Liberty Tax mission is to be trusted locally and respected nationally as the best choice for professional tax services. In keeping with that mission, we are an organization built on REAL values:

• Relational- We are committed to building authentic relationships by fostering collaboration, inclusion & focus on mutual success and trust.
• Excellent- We strive for excellence in all we do by taking pride in the products and services we provide. We go the extra mile.
• Accountable- We are an organization of accountability- acting with a clear sense of ownership by conducting ourselves and our business with the highest standard of transparency, honesty & fairness.
• Local- We make an impact locally- The people we help are not just our customers, they're our neighbors and we're here to serve them.

Position Responsibilities/Duties/Functions/Tasks

• Take customer calls - provide accurate, satisfactory answers to their queries and concerns
• De-escalate issues involving dissatisfied customers, offer patient assistance and support
• Call clients and potential customers and aid in scheduling appointments
• Review client accounts - provide updates and information about their tax return
• Responding to all client inquiries in a polite, professional, and timely manner
• Place outbound calls
• Document customer comments and feedback in the appropriate systems
• Expresses initial greeting at the front desk, as needed
• Answers and transfers phone calls
• Data entry
• Internal mail and package distribution
• Other duties as assigned

Position Skills and Qualifications

• Strong verbal and written communication, interpersonal and organization skills
• Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive
• Comfortable working in fast paced environment
• Verbal written communication skills to interact clearly with clients, vendors, and other employees
• Time management skills to prioritize and complete task daily
• A patient and empathetic attitude
• Adaptability and Flexibility in a change of pace work environment
• Computer literacy - Working knowledge of Windows Professional and Microsoft Office Suites
• Phone experience, including the ability to handle multi-dimensional phone systems
• Previous experience in a fast-paced, highly structured environment
• Ability to work both independently and within a team
• Bilingual in Spanish is preferred, not required
• Flexible to work nights and weekends as necessary
• Minimum of a high school diploma or a GED

Physical Demands and Work Environment

• Position requires working at a desk at a Managed Operations office for periods of time up to eight hours
• Will require working weekends and some Holidays

Employee Acknowledgement

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions. While this list is intended to be an accurate reflection of the current job, Liberty Tax Service reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, or technological developments).