Customer Service Representative
Who are we?
· ezTaxReturn is an online DO IT YOURSELF (DIY) tax preparation software company.
· We are an authorized IRS e-file provider.
What are we looking for?
· We are looking for several accounting students in the undergraduate or graduate degree programs.
· We need students to work as a customer-oriented service representative for the January thru April 2023 tax season and help our users with tax related questions.
· We provide (for free of charge) an intensive training program for all new and retuning customer service representatives. We also have Level 3, highly experienced professionals in the team to help new representatives learn tax laws and our software.
What does a Customer Service Representative do?
· An ezTax Customer Service Representative (CSR) will provide product/services information, answer questions, and resolve any emerging problems that our customers might face while using our software to file their annual federal or state taxes.
· The CSR mission is to ensure excellent service standards, respond efficiently and in a timely fashion to customer inquiries and maintain high customer satisfaction.
CSR Responsibilities:
· Receive paid training during 2-3 weeks of onboarding period on how to diagnose customer problems related to tax laws and our software.
· Manage incoming emails (90% of scope of work) and some calls (10% of scope of work) related to user queries. For Level 1 (simple questions) CSR’s this can be 10 queries per hour, and for level 2 CSR’s (Complex) this can be 6 queries per hour.
· Provide accurate, valid, satisfactory responses and alternative solutions (where applicable) to users by using the right methods/tools/content/training made available to each CSR.
· Build satisfactory and sustainable user relationships and develop trust by properly assessing customer concerns and being sincere, supportive and interactive in all communications.
· Meet customer service team email handling quotas during hours of operation.
CSR Essential Skills:
· General knowledge of federal and state tax laws
· Excellent communication skills - Strong email writing and active reading skills to assess and properly understand customer concerns
· Customer orientation and ability to adapt/respond to different types of personas
· Strong sense of urgency – ability to quickly find answers from resources and to escalate emergencies.
· Ability to multi-task and manage time effectively
· Be available to work at least 12-20 hours or more each week.
· Evening, night and weekend hours are available (and may be required).
· Track record of over-achiever and high GPA is a plus.
Nature of Work & Compensation
· Preset schedule from when you get hired to April 30th, 2023
· Remote Work (Laptop will be provided by company)
· Preset hourly pay
· Incentive/bonus at end of term for hitting quality and quantity of response quotas.
What defines a good Customer Service Representative?
· The best CSRs are genuinely excited to help customers and go the extra mile.
· They’re patient, empathetic, and passionately communicative.
· They love to write and understand the value of good communication skills.
· These are people who can put themselves in their customers’ shoes and advocate for them when necessary.
· They are confident at troubleshooting and investigating if they don’t have enough information to answer customer questions or resolve complaints.