Overview

About us:

At ibex, we focus on providing the environment, selection process, benefits, and training to ensure that we have agents of the highest caliber. We know a quality agent makes the difference for customers and how a great customer experience influences how they feel about the brand they have chosen.

Headquartered in Washington, D.C., we have delivery locations across 26 sites in seven countries and maintain a network of over 30,000 employees.

Responsibilities

About the role:

Customer Service Representatives will be working directly with the customer to provide support related to tax preparation software. Critical thinking, active listening skills and multitasking abilities are key elements for a top agent on this program.

Your day to day will involve:

• Assisting with setup, download and installation of tax software.
• Identifying and troubleshooting different tax scenarios.
• Independently researching and identifying solutions.
• Being able to understand research findings, apply it and communicate it to the caller.
• Navigating multiple screens while keeping the caller engaged in conversation.
• Responding to customer inquiries in a courteous and professional manner while maintaining control of the conversation.
• Using resources to stay up to date on the latest processes and procedures.

Qualifications

Some things we consider critical for this role:

• High School Diploma or Equivalent
• Experience working in customer service
• Ability to multi-task using multiple applications simultaneously
• Strong active listening skills
• Reading comprehension skills
• Professional verbal and written communication skills
• Strong organizational skills and attention to detail
• Ability to work independently and with a team
• Ability to learn quickly and adapt to ever changing information
• Cooperative, professional and effective interaction skills
• Critical thinking and problem solving skills
• Time management skills
• Excellent attendance records