Responsibilities
- Connect with customers through phone, video calls, email, chat, or social media to address their questions or concerns.
- Respond to inquiries about products and software.
- Provide and use articles to help customers with tax questions and calculations.
- Apply established practices, procedures, and policies to troubleshoot and resolve product or software issues.
- Calmly work to resolve and de-escalate any issues.
- Escalate interactions when necessary and appropriate.
- Track all call-related information for auditing and reporting purposes.
- Provide feedback on call issues.
- Upsell if required.
Requirements
- High School Diploma or equivalent.
- At least 6 months of customer service experience.
- Must be 18 years of age or older.
- Ability to type at least 25 words per minute.
- Comfortable with desktop computer systems and general knowledge of Windows-based systems.
- A dedicated workspace near your router to support a hardwired Ethernet connection (minimum 15 Mbps download, 10 Mbps upload, ISP under 50ms).
- Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P, or VPN.
- Proof of internet speed required.
Nice to Have
- Customer service and/or sales experience preferred.
- College degree preferred but not required.
Benefits
- Comprehensive health benefits including medical, vision, and dental.
- Mental health and well-being resources including Employment Assistance Programs.
- Health and personal time off (HPT).
- Leave programs as eligible.
- Competitive 401(K) plans.
- Life insurance.
- Supplemental medical coverage.
- Critical care insurance.
- Pet insurance.
- FSA plans.
- Retailer discounts.
Work Arrangement
Remote - United States
Other
- Use your own device: desktop, laptop, or tablet with Windows 10 or later, minimum of 4GB RAM, Ethernet LAN connection for Internet.
- Work in any quiet and confidential space of your home.
- Application deadline: Ongoing until positions are filled.
- Employment restricted to residents of specific US states: AL, DE, FL, IA, IN, KS, KY, LA, MI, MN, MO, MS, NC, ND, NE, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY.
