Customer Service Representative

Description

Our Customer Support Representatives (CSR) play a crucial role in supporting one of the world's leading tax preparation services. In this dynamic position, CSRs are the go‑to expert for customers seeking guidance on tax preparation products and services. They handle inquiries via phone calls, emails, and chat interactions, tackling a diverse range of tax‑related questions with confidence and precision. Utilizing provided knowledge bases, tools, and resources, CSRs provide comprehensive support across multiple service lines.

Note:

This position is fully onsite; all team members are expected to report to our onsite facility located at 2251 S Decatur Blvd, Las Vegas, NV for all working hours, including the training period.

• Provide advanced client support by communicating via phone, email, or chat with external clients requiring assistance with tax‑related products and services.
• Handle routine tax questions and issues using provided knowledge bases and support tools.
• Process and process client complaints according to established protocols.
• Schedule tax preparation appointments and assist with digital scheduling platforms.
• Support clients with office locations and general tax office information.
• Track and communicate tax refund status information to clients.
• Assist with online account management, including troubleshooting login issues and digital platform navigation.
• Support identity protection services and address tax identity theft concerns.
• Guide clients through tax preparation course enrollment and learning platform navigation.
• Provide technical support for various tax‑related software and digital tools.
• Manage and track customer inquiries through appropriate systems and protocols.
• Identify and escalat[e] complex issues following established procedures, partnering with internal teams for issue resolution when needed.
• Maintain current knowledge of tax‑related products and services.

• 1+ years of customer service experience; having interacted with customers to provide resolutions and fulfill customer requests.
• High school diploma or equivalent.
• Fluent in English (read, write, and speak at C1 level or higher) and, if required for bilingual roles, fluent in both English (C1) and Spanish (B2).
• Strong communication skills with excellent verbal, written, and interpersonal communication abilities.
• Ability to communicate clearly and simply, with a proper dose of empathy.
• Ability to display these communication skills through multiple channels of support (phone, email, and chat).
• Professional phone demeanor with effective use of active listening skills and the ability to communicate clearly with simplicity and empathy.
• Excellent customer service skills, with the ability to build rapport, understand customer needs, solve problems effectively, maintain empathy, composure, and a pleasant tone throughout every interaction.
• Effectively problem solve with resilience and tenacity during challenging customer interactions while maintaining company standards and policies.
• Technically proficient with the ability to learn, understand, and retain technical information quickly.
• Knowledge of Microsoft Windows, Safari, and mobile phone apps.
• Ability to navigate web‑based applications.
• Clear communication of technical information to a non‑technical audience.
• Skilled at researching using internal knowledge bases and public‑facing documentation.
• Strong time‑management skills with the ability to manage multiple tasks while maintaining attention to detail.
• Proven success in complex work environments while utilizing multiple tools across different channels.
• Ability to work in a fast‑paced environment and quickly adapt to change.
• Strong punctuality, dependability, and work ethic showcasing professionalism.
• Self‑motivated with passion for meeting and exceeding personal performance targets.
• Adept at multi‑tasking, particularly in navigating multiple computer systems and tasks concurrently.
• Maintains professional demeanor while working under pressure.
• Receptive to feedback and constructive criticism.
• Minimum typing speed of 35 WPM with excellent spelling and grammar.
• Flexibility to work a 40‑hour work week during any day/any shift as needed within the program's hours of operation: 24 hours per day, 7 days a week (subject to change based on business needs).
• Must successfully complete a background check and employment verification.

• Any college degree or certificate.
• 6+ months of previous call center experience.
• One or more (1+) years of specific experience in Technical (FTS), Financial (FS) or Customer Service Contact Center Experience.

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant’s qualifications, merits, competence and performance without regard to any characteristic related to diversity.