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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in utilizing Drake Software for tax professionals, providing exceptional customer service through effective communication and problem-solving skills. Committed to continuous improvement and maintaining positive customer relationships.
Highest-signal resume keywords
Drake Software ProficiencyCustomer Service SkillsVerbal and Written CommunicationCritical Thinking SkillsAttention to Detail
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Drake Software NavigationProblem DiagnosisTroubleshooting ProceduresBasic Computer SkillsKeyboarding Skills
Soft Skills
EmpathyActive ListeningRapport BuildingDependabilityProfessionalism
Industry Keywords
Tax ProfessionalsCustomer InteractionsBest PracticesContinuous ImprovementClient Expectations
About the role
Key responsibilities & impact- Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone
- Interview end users to collect information about problems and guide them through diagnostic and troubleshooting procedures
- Identify, research, isolate, and resolve the majority of user problems
- Partner with designated staff to facilitate advanced support and resolution for intricate issues
- Document and track customer interactions and resolutions for continuous improvement and timely follow-up
- Deliver exceptional, empathetic service and maximize positive customer relationships and experience
- Follow established best practices, procedures, scripts, and management direction
- Maintain consistent, reliable attendance and adherence to scheduled shifts
- Support Drake Software's tools and services for tax professionals
Requirements
What you’ll need- Minimum of 3 years prior experience using Drake Software
- Minimum of 3 years' proficient experience with Drake Software, including in-depth product navigation and utilization
- Navigational awareness and critical thinking skills
- Basic computer and keyboarding skills
- Strong customer service skills
- Ability to build rapport and demonstrate empathy with customers through friendly, courteous and helpful interactions
- Strong verbal and written communication skills, including good grammar, active listening, voice and diction
- Strong reading comprehension and critical thinking skills
- Genuine desire to help others and commitment to providing excellent service
- Strong attention to detail and accuracy
- Ability to clearly and concisely communicate in written and oral formats
- Ability to understand varying levels of training and follow directions
- Commitment to consistently meeting and exceeding client expectations
- Proven dependability and professionalism
Benefits
Comp & perks- Part-time employment
- Supportive, open, and inclusive atmosphere
- Equal opportunity employment
- Disability assistance or accommodation during the hiring process