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Customer Service Representative

Company: Drake Software Llc
Location: Waynesville
Posted on: November 19, 2023

Job Description:

JOB SUMMARY:Customer Service Representative - Drake SoftwareFor over 40 years, Drake Software LLC has designed, developed and distributed automated tax preparation solutions for tax professionals and is looking for 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.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 requiredBasic computer and keyboarding skills requiredPrior experience in telemarketing, retail background or customer relations preferredStrong customer service skills required (friendly, courteous and helpful)Strong verbal communications skills required (good grammar, voice and diction)Reading fluency requiredNEEDED ATTRIBUTES/COMPETENCIES:Commitment to Quality strong attention to detail and accuracyAbility to clearly and succinctly communicate both in written and oral formatsAbility to understand/comprehend varying levels of training and follow directionsConcern and desire to meet/exceed client/customer expectationsProven dependability and professionalismAt Drake Software, we believe our work benefits from the diverse perspectives of ouremployees. As such, Drake Software welcomes and celebrates diversity and inclusion andis committed to equal opportunity employment. At Drake Software, you can expect asupportive, open, and inclusive atmosphere and a team that values your contributions.Drake Software is committed to providing an environment of mutual respect whereequal employment opportunities are available to all applicants without regard to race,color, religion, sex, national origin, age, physical and mental disability, marital status,sexual orientation, gender identity, veteran status, and any other status protected underfederal or state law. Drake Software considers information gathered in the hiringprocess, including information on this application, confidential, and only shares it on aneed-to-know basis or as required by Jobble

Keywords: Drake Software Llc, Asheville , Customer Service Representative, Hospitality & Tourism , Waynesville, North Carolina

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