The Role
Provides multichannel customer support by phone, email, and chat; documents inquiries in a case management system; maintains productivity logs; resolves complex issues through outbound communication; supports testing and special projects; and adapts to changing processes. The role is onsite in a call center, with flexible weekday hours and occasional peak-season overtime or weekend work.
Summary Generated by Built In
Job Title
Customer Success Rep I
Company Profile
Zenwork is the market-leading, award-winning provider of digital tax compliance software to 500,000+ SMBs, including 30,000 CPA firms, and large enterprises across the country. As the workforce continues to shift from full-time employees to independent contractors, businesses have been faced with increased informational tax reporting requirements at both the state and federal levels. Zenwork’s Tax1099 software enables companies of all sizes to eFile 1099 tax forms and other important tax documents related to their utilization of 3rd party contractors, vendors, and suppliers. Having eFiled 20M tax forms to-date, Zenwork’s SaaS platform is focused on streamlining tax compliance and regulatory reporting on behalf of its customers.
Job Purpose
As the primary contact for our customers, the Customer Success Representative is the voice of the company. To succeed in this role, you must be motivated and dedicated in every customer interaction.
The Customer Success Representative handles incoming customer questions in a multi-channel support environment; communicating via phone, by email, or on chat. Inquiries will be input and maintained in a case management system. Additionally, there may be opportunities to contact customers via outbound communications.
Job Type
Full-Time, Entry Level
FLSA Classification
Non-Exempt, Hourly
Job Duties and Responsibilities
•Handles incoming customer questions in a multi-channel support environment; communicating via phone, by email, or on chat
•Creates cases in a case management system to document client inquiries
•Maintains daily log to show productivity and identify individual strengths and weaknesses
•Participates in special projects assigned by leadership such as site testing and client support initiatives
•Makes outbound calls to clients on complex issues that require additional interactions for resolution
•Adapts to changes in processes and policies as determined by leadership
Required Qualifications
Education
•High School Diploma or Equivalency
Experience
•Customer Support experience in a fast-paced environment
Knowledge, Skills, Abilities
•Exceptional Customer Success skills
•Attention to detail
•Committed work ethic
•Demonstrates empathy
•Ability to multi-task and prioritize multiple assignments
•Ability to work independently while contributing to team goals
•Strong verbal and written communication skills
•Computer literacy, including internet applications and some Microsoft Excel
•Incident interpretation and analytical skills
•Ability to remain calm in a stressful situation
•Maintain security of confidential information
•Arrive punctually and have excellent attendance
•Maintains professional environment and refrains from personal distractions while working
Preferred Qualifications
•College degree in communications or related field
•Knowledge of tax rules
Working Conditions
•Onsite call center environment.
•Flexible to work between 8 and 6 Monday through Friday, with occasional overtime and weekends during peak season
EEOC Statement
Zenwork values diversity and does not discriminate based on race, color, religion, sex, national origin, age, disability, or genetic information in our hiring practices.We are committed to providing equal employment opportunities to all applicants and employees and fostering an inclusive and respectful work environment. If you require reasonable accommodation during the application or interview process, please let us know.
Skills Required
- High school diploma or equivalency
- Customer support experience in a fast-paced environment
- Exceptional customer success skills
- Attention to detail
- Committed work ethic
- Empathy
- Ability to multitask and prioritize multiple assignments
- Ability to work independently while contributing to team goals
- Strong verbal and written communication skills
- Computer literacy, including internet applications and Microsoft Excel
- Incident interpretation and analytical skills
- Ability to remain calm in stressful situations
- Ability to maintain security of confidential information
- Punctuality and excellent attendance
- Professional conduct and ability to avoid personal distractions while working
- College degree in communications or a related field
- Knowledge of tax rules
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The Company
What We Do
Zenwork, through its Tax1099 and Compliancely brands, is a fast-growing digital tax compliance and regulatory reporting technology company, with 10+ years of experience powering informational tax returns and compliance checks on behalf of its customers base. The company currently serves over 100,000 customers nationwide, including 30,000 CPA firms, as well as enterprise customers such as Allbirds, Berkshire Hathaway, GrowthForce, Rover, Deloitte, and others.
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