Job Details

Position Title: Chat Customer Service Representative ("CSR")

Department: Complete Tax // Ebuzz

Status: Seasonal

Reports to: Supervisor - Chat Customer Service

FLSA Status: non-exempt

Position Purpose

The Chat CSR position is the front-line support position for Complete Tax (formerly Ebuzz). CSRs help support our customers (3rd party sales representatives) using chat software; answer incoming chat requests regarding the in-house tax software and general tax questions, use our tax software and tools such as the IRS Where's My Refund site, to view returns to help resolve our customer's questions, and provide solutions to our customer's requests using both typed responses and pre-configured (e.g., canned) answers.

Position Responsibilities/Duties/Functions/Tasks

• Learn the basics of tax preparation
• Learn how to operate our in-house tax software to prepare tax returns
• Use Chat software to answer customer inquiries regarding the tax software, general tax questions, and any other questions or concerns
• Engage with customers in a friendly and professional manner
• Actively discern customer's questions and the issue(s) behind their inquiry
• Offer support and solutions to customers in accordance with the company's customer service policies
• Use Microsoft Teams to communicate with other CSRs, Team Leads, and Preparers, as needed
• General Computer experience using internet browsers, email, and search engines

Position Qualifications

• Excellent communication skills both verbal and written
• Ability to multi-task
• Ability to use computer-based management systems to service our customer base though chat software and email
• Ability to function in a small team environment
• Ability to navigate through internet resources to gather information, as needed
• Experience in a call center or customer service environment a plus
• Previous tax experience a plus
• Ability to travel to and from the corporate office, as well as work from home in emergency situations such as inclement weather or a disruption in business continuity

Physical Demands and Work Environment

• Position requires working at a desk at the corporate office for periods of time up to eight hours.
• The use of a headset or other communication devices may be necessary for effective collaboration with team members.
• Will require working weekends and some Holidays

Employee Acknowledgement

The above is not an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions. While this list is intended to be an accurate reflection of the current job, Complete Tax reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload or technological developments).

Complete Tax is an equal opportunity employer.