by Chris Durst Oct. 10, 2018
We just received an email from a Director at Jackson Hewitt Tax Service and he informs us they’re ramping up for the upcoming tax season.
They are hiring for TWO TYPES OF POSITIONS:
- 100+ Customer Service Reps (Client Care)
- 60+ Operations Support Reps (Tech Support)
He wanted us to share two very important points with our RRRebels:
- NO SALES are required
- The positions are Seasonal with a possibility of permanent based on performance.
Hiring nationwide, except for CA, HI and WA.
Here’s what the company has to say about these roles:
“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).
At Jackson Hewitt 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.
POSITION 1 SUMMARY – CLIENT CARE REPS
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.
- Bi Lingual Spanish a plus.
POSITION 2 SUMMARY – OPERATIONS SUPPORT REPS
The Operations Support Representative 1 position is responsible for providing a world class experience to Jackson Hewitt Franchise and Corporate employees by answering technical troubleshooting calls or chats.
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 duration up to 6 months. This is a Work At Home – Remote or Sarasota, FL work in the office position.
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 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.
Click the link for the job you are interested in applying for – Client Care Reps or Operations Support Reps. For more jobs like these, see our Newest Jobs & Gigs page. To be the first to hear about jobs like these, like our Facebook page. Good luck in your work from home plans!
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