Customer Service Representative – Tax Software

Who We Are

At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential. As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional services that make a positive impact. We believe in the power of teamwork, integrity, and the commitment to excellence. Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us. Together, we can make a difference.

What’s the Role About?

If you like to solve problems and interact with people from across the country, or maybe just a few towns over, this is the career for you!

In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions.

• Are you energetic, enthusiastic with an engaging personality?
• Are you driven to deliver effective results while providing excellent customer service?
• Do you have extraordinary communication skills?

What’s in it for YOU?

• Paid Training
• Medical, Dental, and Vision Insurance
• Paid Time Off
• Employee Discounts
• Full-time, non-seasonal
• Career Advancement

Responsibilities

• Field inbound calls from Tax professionals seeking software support
• Ask probing questions to determine the root cause of the issue
• Clearly communicate technical information and troubleshooting steps to customers with varying levels of technical understanding
• Maintain accurate records of customer interactions, problem resolutions, and follow-up actions in the call log database
• Exercise patience, empathy, and active listening skills to understand and address customer needs and concerns
• Escalate complex issues to senior support staff or technical teams as needed
• Adhere to call center procedures, scripts, and quality standards

What We Look For In a Candidate

• 18 years of age or older with a High School Diploma or GED
• Tech-savvy with the ability to navigate multiple windows and tabs while delivering top-tier customer support over the phone
• Typing proficiency of 35 WPM with accuracy
• Minimum 1 year of customer service experience required; 2 years of call center experience preferred
• Excellent attendance, ensuring you’re there when our customers need you
• Solid understanding of computer hardware, software, operating systems, and basic networking principles. Ability to troubleshoot common computer-related issues.
• Basic tax knowledge is strongly preferred
• Ability to analyze customer issues, identify root causes, and determine appropriate solutions.
• Proven ability to apply logic and reasoning to resolve complex customer problems.
• Excellent phone etiquette and verbal communication skills with the ability to articulate technical information clearly and concisely
• Ability to compose professional and grammatically correct email responses, both internally and externally as needed
• Demonstrated ability to actively listen to customer concerns and gather relevant information
• A genuine ability to empathize with customers and handle challenging conversations with poise and professionalism
• A strong commitment to providing outstanding customer service and exceeding customer expectations