Customer Service & Support Representative

Position Title: Customer Service & Support Representative

Department: WeFile Administration - Corporate

Status: Full-Time

Reports to: Customer Service Support Supervisor

FLSA Status: Non-exempt

Why Liberty Tax?

We are the third-leading tax preparation service for individuals and small businesses, founded in 1997. Operating through a franchise model with 2,500+ retail branches and 12,000+ tax professionals across the United States and Canada, our services include various tax preparation options, such as online tax filing, tax prep, loans, assistance with audits, and various other services.

Founded in 1997, we are the third-leading tax preparation service for individuals and small businesses, operating through a franchise model with locations across the United States and Canada. Our comprehensive range of services includes various tax preparation options like online tax filing, tax prep, loans, assistance with audits, and various other offerings.

Believe in our mission! 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,

Our Culture:

• Fun, awesome, business-casual environment, with volunteer opportunities, and employee recognition
• Diversity & Inclusion
• Opportunities for career advancement within the company.

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 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 the corporate office for periods of time up to eight hours daily.
• 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, workload, or technological developments).

Liberty Tax Service is an equal opportunity employer.