Customer Service Representative

TaxAct

. Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone .

Posted 9/15/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core 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. Maintains a commitment to accuracy, attention to detail, and adherence to best practices in a customer-focused environment.

Highest-signal resume keywords

Drake Software ProficiencyCustomer Service SkillsVerbal And Written CommunicationCritical Thinking SkillsAttention To Detail

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Drake SoftwareBasic Computer SkillsKeyboarding SkillsProduct NavigationTroubleshootingProblem Resolution

Soft Skills

EmpathyActive ListeningDependabilityProfessionalismRapport Building

Industry Keywords

Customer InteractionsBest PracticesClient ExpectationsService MaximizationDocumentation

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 on intricate issues to facilitate advanced support and resolution
Accurately document and track customer interactions and resolutions
Follow up timely on unresolved problems
Deliver exceptional, empathetic service to maximize customer relationships and experience
Adhere to 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 communicate clearly and concisely in written and oral formats
Ability to understand varying levels of training and follow directions
Commitment to meeting and exceeding client expectations
Dependability and professionalism

Benefits

Comp & perks

Supportive, open, and inclusive atmosphere
Equal opportunity employment
Disability assistance and accommodation available during the hiring process