Customer Support Chat Specialist - Virginia Beach - JTH Tax , Inc.

    JTH Tax , Inc.
    JTH Tax , Inc. Virginia Beach

    3 days ago

    Description

    Position Title: Customer Support Chat Specialist
    Department: Complete Tax // Ebuzz
    Status: Seasonal
    Reports to: Supervisor - Chat Customer Service
    FLSA Status: Non-exempt

    Position Purpose
    As a Customer Support Chat Specialist, you will be the first point of contact for customers utilizing Complete Tax services. Your primary responsibility will be to assist our third-party sales representatives through chat software, addressing inquiries about our in-house tax software and providing guidance on general tax-related questions. You will leverage tools like the IRS Where's My Refund site to deliver accurate and timely solutions to customer queries.

    Position Responsibilities/Duties/Functions/Tasks

    • Develop a foundational understanding of tax preparation to better assist customers.
    • Gain expertise in using our tax software for preparing accurate tax returns.
    • Engage with customers through chat software to ensure effective and efficient communication.
    • Provide friendly and professional interactions with customers.
    • Identify and analyze the root causes of customer inquiries.
    • Offer prompt and appropriate solutions in accordance with company policies.
    • Collaborate effectively with colleagues via Microsoft Teams.
    • Demonstrate strong computer skills, including online browsing, emailing, and conducting research.

    Position Qualifications

    • Excellent verbal and written communication abilities.
    • Strong multitasking skills to navigate through various customer inquiries.
    • Aptitude in utilizing computer systems for streamlined customer interactions.
    • Ability to thrive in a small team environment and contribute positively.
    • Skilled in navigating online resources for efficient information retrieval.
    • Previous experience in a customer service or call center role is a plus.
    • Experience with tax preparation is advantageous.
    • Willingness to travel to the corporate office when needed and work from home as required during emergencies.

    Physical Demands and Work Environment

    • This position involves working at a desk in the corporate office for extended hours, up to eight hours per day.
    • Utilizing headsets or communication devices may be necessary for collaboration.
    • Availability to work on weekends and some holidays is expected.

    Employee Acknowledgement
    The responsibilities, duties, and requirements outlined above are not exhaustive. Complete Tax reserves the right to modify the role as needed to adapt to changing circumstances.
    Complete Tax is an equal opportunity employer.

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