The position is a full time (40 hours per week) Client Service Representative (CSR) based out of Asheville, NC. Physical presence in the office is required for an average of three days per week. You will be provided with technology (laptop, etc.) to facilitate working from home. However, working from home is not required. You will work with another CSR to co-manage the workload.
As a Client Service Representative, you must have excellent customer service skills and present our services with professionalism and kindness. The client’s overall experience is shaped during their first encounter with the agency. These first impressions occur online, by email, by phone, or in person.
You will be responsible for ensuring quality service by listening to clients, adhering to agency procedures, collecting information, and fostering continuous process improvements. You must have the ability to solve problems, manage interruptions and uneven workflow, and draw boundaries by redirecting clients towards solutions we can offer. Teamwork is integral to the success of the Client Service team so you must be able to communicate within a team environment in a personable and friendly manner, exhibit flexibility, and desire to create outcomes best for the agency, coworkers, and clients. You must be organized and efficient in time/work management.
This position is the initial point of contact for clients interested in having their taxes prepared by OnTrack WNC’s IRS-trained tax preparers. The position is from approximately from January 3, 2023 to April 19, 2023. No knowledge of taxes is necessary.
The Tax Client Service Representative must exhibit exemplary customer service skills presenting our tax services with professionalism, friendliness, empathy, and kindness. This individual must meet professional standards in attitude, knowledge, and skills; however, it is not necessary to have a background in tax preparation.
Candidate must possess the ability to screen callers, navigate multiple computer programs efficiently and accurately, handle a high volume of inquiries, prioritize tasks, collaborate in a team and remote environment, organize work, possess personal initiative, and have the ability to work independently of others and follow detailed procedures.