Bilingual Customer Service Representative

This role supports Drake Software in delivering the tools and services tax professionals rely on to grow their business and serve their clients. We are a team dedicated to providing excellent customer service by efficiently troubleshooting and resolving all client inquiries. Our customers trust Drake Software for comprehensive product excellence and value.

Highlights & Benefits

Beyond competitive compensation, we invest in our team with a comprehensive benefits package designed to support your well-being and growth. This includes medical, dental, vision, and life insurance, generous paid vacation and sick days, paid holidays, and a 401(k) with company match. You'll thrive in our fun, collaborative, and supportive culture, with opportunities for continuous learning and career development. Other highlights include:

• Room for growth – develop skills and advance your career
• Opportunities for cross-training – broaden your knowledge across multiple products
• Multiple openings available – join a team that is expanding and hiring now! We are hiring on multiple shifts, and a shift differential is offered for closing shift!
• Comprehensive training program – paid training to set you up for success from day one
• Supportive leadership team – approachable leadership team who is invested in your success
• Convenient location – easy access to our onsite facility with nearby amenities
• Work that makes an impact – support tax professionals and customers across the country

Essential Duties & Responsibilities:

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat, ensuring prompt and accurate solutions.
• Interviews end user to determine root cause of the problem and leads user through troubleshooting and diagnostic procedures to identify a resolution.
• Handles problem recognition, research, isolation, resolution, and follow-up for most user problems, partnering with designated staff on more complex problems to ensure customers receive appropriate advanced support.
• Accurately document and track all customer interactions and resolutions for continuous improvement and follow-up on any unresolved problems timely.
• Maximize positive relationships and customer experience through delivering exceptional, empathetic service in every interaction.
• Adhere to established best practices, procedures, scripts, and direction provided by management.
• Maintain consistent, reliable attendance and adherence to your schedule for all shifts.

Education & Experience:

• High School diploma or general education degree (GED) required.
• Fluency in both Spanish and English required.
• Proficiency with essential computer applications and accurate data entry skills required.
• Prior experience in telemarketing, retail background or customer relations preferred.
• Strong customer service skills required.
• Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions.
• Excellent verbal communication skills, including clear articulation, a professional phone presence, and active listening.
• Strong reading comprehension and critical thinking skills required.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: In person