The Operations Support Representative position is responsible for providing a world class experience to Jackson Hewitt Franchise offices and corporate employees by answering Federal and State Tax questions from Tax Preparers in the field as well as, Technical Calls or Chats related to Software, Products, Password issues in a Work at Home Contact Center environment. Must have 2 years of tax preparation experience.
You will resolve 1st Tier level interactions via chat or escalating to Tier 2 upon Employee request or applicable resolution path. (Experience with Profiler and a proven ability to assist, may move you directly to Tier 2).
Essential Duties and Responsibilities:
Solutions Oriented, supporting one-call-resolution. Able to use tools, knowledgebase, and communication skills to effectively research and transmit accurate information with a goal of resolving the Employee's reason for contact.
Answer questions for both State and Federal returns.
Assist Tax Preparers on how to navigate Jackson Hewitt Proprietary Tax Prep Software through current and prior year system changes.
Assist tax preparers in correction of State and Federal rejects.
Demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor.
Demonstrate the ability to maintain a confident, friendly, and helpful tone in conversation.
Take ownership in assisting, researching, resolving, or escalating Employee issues.
Able to understand and implement new information and procedures efficiently and professionally.
Able to understand detailed policies and procedures and explain these to the Employee in a manner which is easily understood.
Excellent computer navigation and data entry skills - Agents will utilize multiple systems to access
Ability for follow directions and perform the step necessary to resolve the issue.
Ability to work independently and as part of a team.
Ability to learn innovative technology quickly and adapt and tailor solutions to fit the challenge.
Strong Windows 10 experience desired.
Ability to accept and implement Quality and Performance Management Coaching / Feedback.
May be asked to assist with other program support including email, web chat, co-browse, outbound and other support initiative.
Other duties, assignments and specific projects may be assigned at the discretion of executive management.
Qualifications and Skills:
High School Diploma or GED required.
Proficiency in Microsoft Office, Contact Center applications, quality monitoring tools and applications, center reporting tools and technologies.
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.
Excellent computer navigation and data entry skills
Proficiency with learning new technology and system applications.
Physical demand and work effort:
Keying / typing, sitting, standing, walking.
Minimum 35 WPM
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.
Other Duties and Responsibilities:
Other duties, assignments and specific projects may be assigned at the discretion of management. Performance is measured against the duties and responsibilities listed in this job description and other assigned duties.
