by Chris Durst Dec. 3, 2020
Jackson Hewitt, the tax-prep company, is looking for seasonal (up to 6 months) Client Care Representatives.
This job involves helping their clients and potential clients via phone calls or web chats.
The pay isn’t stated, though online reviews say it’s about $12/hr. But that’s not official.
No state hiring exclusions are posted in their job listing!
Here’s what the company has posted about this opportunity:
“At Jackson Hewitt, we are working hard for the hardest working and we are on a mission to completely change the way our customers engage with their personal finances. Jackson Hewitt combines the fun, fast-paced culture of a startup with the scale and reputation of one of the nation’s largest retailers (over 6,000 locations).
We have a passion for our employees and our customers. We recognize and appreciate that our team members are our single greatest competitive advantage. Being an industry leader requires a consistent focus on quality, innovation, performance and results.
The Client Care Representative 1 position is responsible for providing a world class experience to Jackson Hewitt current and potential clients by answering calls or web chats in a Work at Home Contact Center environment. You will resolve 1st Tier level interactions via phone and chat, or escalate to Tier 2 upon Client request or applicable resolution path.
This is a Seasonal Position with a duration up to 6 months.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Other duties, assignments and specific projects may be assigned at the discretion of executive management.
- Use available tools, knowledgebase, and communication skills to effectively research and transmit accurate information with a goal of resolving the Client’s reason for contact in one call.
- Take ownership in assisting, researching, resolving, or escalating Client issues.
- Must demonstrate excellent grammar, spelling, and punctuation abilities.
- Verbally de-escalate and handle difficult Client situations.
- Understand and implement new information and procedures efficiently and professionally.
- Understand detailed policies and procedures and explain these to the Client in a manner which is easily understood.
- Utilize multiple systems to access Client information, research issues, educate and solve the Client’s reason for contact.
- Accept and implement Quality and Performance Management Coaching / Feedback.
- Handle and hold secure confidential and sensitive Client information.
- Diligently and accurately document Client records and cases.
- May be asked to assist with other program support including email, web chat, co-browse, outbound and other support initiatives.
EDUCATION AND EXPERIENCE
- High School Diploma or GED required.
- Proficiency in Microsoft Office, Contact Center applications, quality monitoring tools and applications, center reporting tools and technologies.
- 1 to 2 years of relevant Contact Center experience.
- Proficiency with learning new technology and system applications.
- Excellent computer navigation and data entry skills Strong communication skills and solutions orientated Must demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor and the ability to maintain a confident, friendly and helpful tone in conversation.
- Bi Lingual Spanish a plus.
PHYSICAL DEMAND AND WORK EFFORT
- Work from Home PC and Network must meet or exceed Minimum Specifications to all Contact Center Applications.
- Keying / typing, sitting, standing, walking.
- Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in a
- Work at Home Contact Center environment.
- Compliance with company attendance standards.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- FLSA status: Seasonal, Hourly, Non-Exempt.”
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