What are the responsibilities and job description for the Contact Center Specialist position at Jackson Hewitt Tax Service?
What you'll do here : Inbound / Outbound calls to clients to learn about and address their needs, complaints, or other issues with products or services.Respond efficiently and accurately to client inquiries, explain possible solutions, and ensure that clients feel supported and valued.Present a professional, courteous, and confident demeanor via verbal and / or written communications.Take ownership in assisting, researching, resolving, or escalating customer issues.Respond to customer queries in a timely and accurate way, via phone, email, or chat.Diligently and accurately document customer records and cases.Engage in active listening with callers, confirm or clarify information and diffuse angry clients, as needed.Make sales or recommendations for products or services that may better suit client needs.Utilize software, databases, scripts, and tools appropriately.Use multiple tools, knowledge base, and communication skills to effectively research and provide accurate information with the goal of recommending the customer's next best action to take towards service completion.