Customer Service Representative

TAXWELL

. 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.

Proficient in diagnosing and resolving customer inquiries using Drake Software, with a strong emphasis on delivering exceptional customer service and maintaining accurate documentation. Demonstrates critical thinking, effective communication, and a commitment to client satisfaction.

Highest-signal resume keywords

Drake Software ProficiencyCustomer Service SkillsCritical Thinking SkillsVerbal and Written Communication SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Drake SoftwareProblem DiagnosisTroubleshootingDocumentationBasic Computer Skills

Soft Skills

EmpathyActive ListeningRapport BuildingDependabilityProfessionalism

Industry Keywords

Customer InteractionBest PracticesClient ExpectationsService ExcellenceSupport Resolution

About the role

Key responsibilities & impact

Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone
Interview end users to collect problem information 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 requiring advanced support and resolution
Accurately document and track customer interactions and resolutions
Follow up timely on unresolved problems
Deliver exceptional and empathetic customer service
Adhere to established best practices, procedures, scripts, and management direction
Maintain reliable attendance and adherence to scheduled shifts

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 accommodations available during the hiring process