Jackson Hewitt Hiring for Work from Home Client Care, Ops Support & Social Media

By Mike Haaren – Rat Race Rebellion Co-Founder – Nov. 10, 2017

Work from Home Jobs – Jackson Hewitt Hiring for Seasonal & Permanent WFH Jobs

Tax-prep giant Jackson Hewitt is gearing up for tax season and hiring for four NON-TAX positions, with multiple openings.

Reportedly, the company is hiring from all 50 states. However, this isn’t mentioned in the job listings and the company hasn’t yet confirmed it. We’ll update here when we have more info.

The positions in their words (excerpted):

Client Care Representative 1

The Work at Home 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.
• 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. Bilingual Spanish a plus.

(Salary for this job isn’t given, though Glassdoor estimates it at $37,000. But that seems high. We’ll post here if we find out more. — Mike)

Operations Support Representative – Tier 1

The Operations Support Representative – Tier1 position is responsible for providing a world class experience to Jackson Hewitt Franchise and Corporate employees by answering Hardware and Networking troubleshooting calls or web chats in a Work at Home Contact Center environment.

You will resolve 1st Tier level interactions via phone and chat, or escalating to Tier 2 upon Employee request or applicable resolution path.

This is a Seasonal Position with a duration up to 6 months.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Solutions Oriented, supporting one-call-resolution. Use tools, knowledgebase, and communication skills to effectively research and transmit accurate information with a goal of resolving the Employee’s reason for contact.
• Demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor. Maintain a confident, friendly and helpful tone in conversation.
• Take ownership in assisting, researching, resolving, or escalating Employee issues.
• Verbally de-escalate and handle difficult Employee situations.
• Understand and implement new information and procedures efficiently and professionally.
• Understand detailed policies and procedures and explain these to the Employee in a manner which is easily understood.
• Utilize multiple systems to access Employee information, research issues, educate and solve the Employee’s reason for contact.
• Accept and implement Quality and Performance Management Coaching / Feedback.
• Handle and hold secure confidential and sensitive Employee information.
• Diligently and accurately document Employee 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.
• 1 to 2 years of relevant Tech Support Contact Center experience.
• Proficiency in Microsoft Office, Contact Center applications, quality monitoring tools and applications, center reporting tools and technologies. Excellent computer navigation and data entry skills
• Proficiency with learning new technology and system applications.
• Bi Lingual Spanish a plus.

(Salary for this job isn’t given, though Glassdoor estimates it at $34,000. We’ll post here if we find out more. — Mike)

Operations Support Representative 2

The Operations Support Representative 2 position is responsible for providing a world class experience to Jackson Hewitt Franchise and Corporate Employees by answering Advanced Hardware and Networking troubleshooting calls or web chats in a Work at Home Contact Center environment. You will resolve 2nd Tier level interactions via phone and chat, or escalating to Operations Support Management or applicable Business Owners, depending on documented issue resolution path.

This is a Seasonal Position with a duration of 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.

  • Solutions Oriented, supporting one-call-resolution. Use tools, knowledgebase, and communication skills to effectively research and
    transmit accurate information with a goal of resolving the Employee’s reason for contact.
  • Demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor. Maintain a confident,
    friendly and helpful tone in conversation.
  • Take ownership in assisting, researching, resolving, or escalating Employee issues.
  • Verbally de-escalate and handle difficult Employee situations.
  • Understand and implement new information and procedures efficiently and professionally
  • Understand detailed policies and procedures and explain these to the Employee in a manner which is easily understood.
  • Utilize multiple systems to access Employee information, research issues, educate and solve the Employee’s reason from calling.
  • Accept and implement Quality and Performance Management Coaching / Feedback.
  • Handle and hold secure confidential and sensitive Employee information.
  • Support issue resolution with Remote Desktop Support Software.
  • Manage and follow up on assigned case load per Service Level guidelines.
  • 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.
  • Minimum 2 years of relevant Tech Support Contact Center experience.
  • Proficiency
    in Microsoft Office, Contact Center applications, quality monitoring tools and
    applications, center reporting tools and technologies.
  • Proficiency with learning new technology and system applications. Excellent computer navigation and data
    entry skills
  • Bi Lingual Spanish a plus.

(Salary for this job isn’t given, though Glassdoor estimates it at $35,000. We’ll post here if we find out more. — Mike)





Social Media Specialist

This is a remote, work from home, seasonal position with a duration up to 6 months.

The Social Media Specialist provides a world class experience to Jackson Hewitt current and potential clients by answering all social media platforms. Responds to new or existing customers on all social media platforms, or escalates to social media lead/manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties, assignments and specific projects may be assigned at the discretion of executive management.

• Respond in a prompt, friendly and quality manner to any customer posting from social media or web based platforms.
• Take ownership in assisting, researching, resolving, or escalating Client issues.
• Compose professional written responses
• Successfully de-escalate dissatisfied and irate customers.
• Understand and implement new information and procedures efficiently and professionally.
• Manage and follow up on multiple ongoing issues simultaneously
• Deliver a consistent level of quality on all contacts and issue resolutions
• Assist other departments with digital communication requests as needed.
• Utilize multiple systems to access Client information, research issues, educate and solve the Client’s reason for contact.

EDUCATION AND EXPERIENCE

• Minimum of two years of customer service experience, prefer   relevant social media experience
• Excellent computer navigation and data entry skills
• Proficiency in Microsoft Office
• Understanding of social media platforms.
• Proficiency with learning new technology and system applications.
• Excellent verbal and written communication skills.

(Salary for this job isn’t given, though Glassdoor estimates it at $41,000. But that seems high. We’ll post here if we find out more. — Mike)




Escalations Specialist

This is a remote, work from home, seasonal position with a duration up to 6 months.

The Escalations Specialist provides a world class experience to Jackson Hewitt current clients by escalated customer complaints, issues and service delivery failures. Partners with our teams in the field to resolve an assigned caseload of customer issues, or escalates to the Escalations Lead/Manager, depending on documented issue resolution path.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties, assignments and specific projects may be assigned at the discretion of executive management.

• Monitor, communicate and assist in the resolution of complaints on service delivery failure.
• Take ownership in assisting, researching, resolving, or escalating Client issues.
• Manage and follow up on assigned case load per Service Level guidelines.
• Analyze cases for trends in client issues and report to escalations lead
• Assist in review of insurance documents for offices
• Communicate with insurance agents or office management staff to ensure proper completion of start of tax season validation.
• Respond to requests to alter revenue records for Franchise offices.
• Verbally de-escalate and handle difficult Client situations.
• Understand and implement new information and procedures efficiently and professionally.
• Manage and follow up on multiple ongoing issues simultaneously
• Deliver a consistent level of quality on all calls and issue resolutions
• Utilize multiple systems to access Client information, research issues, educate and solve the Client’s reason for contact.

EDUCATION AND EXPERIENCE

• Minimum of two years of customer service experience,  relevant escalations experience preferred.
•   Must demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor. The ability to maintain a confident, friendly and helpful tone in conversation.
• Proficiency in Microsoft Office
•  Excellent computer navigation and data entry skills
•   Proficiency with learning new technology and system applications.
• Excellent verbal and written communication skills.

(Salary for this job isn’t given, though Glassdoor estimates it at $26,000. We’ll post here if we find out more. — Mike)




For details and to apply, click here.  For more jobs like these, be sure to check our Newest Jobs & Gigs page. To get our new job postings ASAP, like our Facebook page and check your feed for our posts. May you be working from home soon!

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