JOB SUMMARY:

Customer Service Representative

For over 40 years, Drake Software LLC has designed, developed and distributed automated tax preparation solutions for tax professionals and is looking for full time Customer Service Representatives. Our pay is commensurate with your experience and we offer an excellent benefits package, including healthcare, dental, life, vision, prescription drug plan, short & long-term disability, 401k and educational assistance for full time positions.

Our Customer Service Representatives assist our clients by utilizing inbound or outbound calls in our Hayesville call center with the goal of ensuring customer satisfaction and customer retention.

Multiple shifts and opportunities for overtime are available:

• 08:30AM-05:30PM
• 12:00PM- 09:00PM

ESSENTIAL DUTIES & RESPONSIBILITIES:

· Answers, evaluates and prioritizes incoming telephone, voice mail, email, fax and live chat requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies associated with the use of Drake Software.

· Interviews end user to collect information about problem and leads user through diagnostic procedures to determine source of error.

· Determines whether problem is caused by hardware, such as modem, printer, cables or telephone.

· Handles problem recognition, research, isolation, resolution and follow-up for most user problems, referring the more complex problems to DM, CRMT or technical staff for further assistance.

· Logs and tracks calls using a Call Log database and maintains history records and related problem documentation.

· Ensure maximum good will from inbound or outbound phone transactions.

· Handle inbound or outbound calls that are primarily routine or basic in nature.

· Follow basic procedures and scripts per management direction.

· Adhere to regular attendance as required for shift.

SKILL AND EDUCATIONAL REQUIREMENTS:

§ High School diploma or general education degree (GED); or related experience and/or training: or equivalent combination of education and experience required

§ Basic computer and keyboarding skills required

§ Prior experience in telemarketing, retail background or customer relations preferred

§ Strong customer service skills required (friendly, courteous and helpful)

§ Strong verbal communications skills required (good grammar, voice and diction)

§ Reading fluency required

• Must have a legal right to work in the United States
• Company does not offer sponsorship
• Job is located in Hayesville, NC (on-site, not remote)

Job Type: Full-time

Pay: $16.00 - $16.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Night shift
• Overtime
• Weekend availability

Education:

• High school or equivalent (Required)

Work Location: One location

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