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Customer Care Center Representative

Hurst, TX

Career Area: None
Job Type: Seasonal

Position Title: Customer Care Center Representative

Department: Owned & Operated Division

Status: Permanent 

Reports to: O&O Customer Care Center Manager 

FLSA Status: Non-Exempt 


Position Purpose

Provides initial communication to inbound and outbound callers. Greets employees and visitors at the corporate office, as needed.

Position Responsibilities/Duties/Functions/Tasks 

  • Take customer calls - provide accurate, satisfactory answers to their queries and concerns
  • De-escalate issues involving dissatisfied customers, offer patient assistance and support
  • Call clients and potential customers and aid in scheduling appointments
  • Review client accounts - provide updates and information about their tax return
  • Responding to all client inquiries in a polite, professional, and timely manner
  • Place outbound calls 
  • Document customer comments and feedback in the appropriate systems
  • Expresses initial greeting at the front desk, as needed
  • Answers and transfers phone calls
  • Data entry
  • Internal mail and package distribution
  • Other duties as assigned


Position Skills and Qualifications

  • Strong verbal and written communication, interpersonal and organization skills
  • Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive
  • Comfortable working in fast paced environment
  • Verbal written communication skills to interact clearly with clients, vendors, and other employees
  • Time management skills to prioritize and complete task daily
  • A patient and empathetic attitude
  • Adaptability and Flexibility in a change of pace work environment
  • Computer literacy - Working knowledge of Windows Professional and Microsoft Office Suites
  • Phone experience, including the ability to handle multi-dimensional phone systems
  • Previous experience in a fast-paced, highly structured environment
  • Ability to work both independently and within a team
  • Bilingual in Spanish is preferred, not required
  • Flexible to work nights and weekends as necessary
  • Minimum of a high school diploma or a GED


Physical Demands and Work Environment 

  • Position requires working at a desk at the corporate office for periods of time up to eight hours 
  • Will require working weekends and some Holidays

Employee Acknowledgement

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions.   While this list is intended to be an accurate reflection of the current job, Liberty Tax Service reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, or technological developments). 

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, or any other characteristic protected by law.