Job Details

Description

The Operations Support Representative position is responsible for providing a world class experience to Jackson Hewitt Franchise offices and corporate employees by answering Federal and State Tax questions from Tax Preparers in the field as well as, Technical Calls or Chats related to Software, Products, Password issues in a Work at Home Contact Center environment. Must have 2 years of tax preparation experience.

You will resolve 1st Tier level interactions via phone and chat or escalating to Tier 2 upon Employee request or applicable resolution path. (Experience with Profiler and a proven ability to assist, may move you directly to Tier 2).

What you'll do here:

Solutions Oriented, supporting one-call-resolution. Able to use tools, knowledgebase, and communication skills to effectively research and transmit accurate information with a goal of resolving the Employee’s reason for contact.
Answer questions for both State and Federal returns.
Assist Tax Preparers on how to navigate Jackson Hewitt Proprietary Tax Prep Software through current and prior year system changes.
Assist tax preparers in correction of State and Federal rejects.
Provide knowledge particular to Federal or State code changes such as ACA and the Path Act.
Demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor.
Demonstrate the ability to maintain a confident, friendly, and helpful tone in conversation.
Verbally de-escalate and handle difficult Employee situations.
Take ownership in assisting, researching, resolving, or escalating Employee issues.
Able to understand and implement new information and procedures efficiently and professionally.
Able to understand detailed policies and procedures and explain these to the Employee in a manner which is easily understood.
Excellent computer navigation and data entry skills – Agents will utilize multiple systems to access
Employee information, research issues, educate and solve the Employee’s reason for contact.
Ability for follow directions and perform the step necessary to resolve the issue.
Ability to work independently and as part of a team.
Ability to learn innovative technology quickly and adapt and tailor solutions to fit the challenge.
Strong Windows 10 experience desired.
Ability to accept and implement Quality and Performance Management Coaching / Feedback.
Will handle and hold secure confidential and sensitive Employee information.
Diligence in accurately documenting Employee records and cases.
May be asked to assist with other program support including email, web chat, co-browse, outbound and other support initiative.
Other duties, assignments and specific projects may be assigned at the discretion of executive management.

Skills you'll bring for success:

High School Diploma or GED required.
Minimum of 2 years of relevant Tax Prep Experience
Proficiency in Profiler
Proficiency in Microsoft Office, Contact Center applications, quality monitoring tools and applications, center reporting tools and technologies.
Must demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor and the ability to maintain a confident, friendly, and helpful tone in conversation.
Bilingual Spanish a plus.
Excellent computer navigation and data entry skills
Proficiency with learning new technology and system applications.

Work at home requirements:

Windows 10/11 PC with minimum of 8 gigs of Ram and Google Chrome as main browser
Wired or Wireless Network speed at or above 20 mbps
A quiet room with no background noise or possibility of audible interruptions
Dual ear USB Headset with microphone and noise cancelling function
Multiple monitors

Physical Demand and Work Effort

Physical Demand and Work Effort
Frequent walking, standing, bending, stooping, sitting, crawling and lifting.
Ability to stand 8-10 hours per day.
Reliable transportation, own insurance and a valid driver’s license required.
Flexible work schedule, including weekends and holidays if needed.
Ability to lift, push or pull up to 40 pounds on a frequent basis.
Local travel up to 50% required (could be higher based on area). Some overnight travel may be required.

Salary / Compensation:

Annual salary range: $xx - $xx
Annual performance bonus: 25%

What you will get if you join us:

Competitive Salary + Bonus
Unlimited Days Paid Time Off + 11 Paid Holidays
401k + Match
Medical, Dental, and Vision
Pet Insurance
Company Celebrations and Appreciation Events
Fast-paced, innovative culture with an open and collaborative environment
Ample opportunity to develop core and new skillsets and have a stake in your own success
Freedom to create your best work and make a visible impact on the organization
Opportunities for advancement within the organization

Start a career and Get More in Return®. Jackson Hewitt offices are working hard for the hardest working, and we are on a mission to completely change the way our customers engage with their taxes. At Jackson Hewitt, you’ll find work that works for you and adds up. We’ve got flexibility, career development opportunities, and a chance to work in your neighborhood. We have a passion for our employees and our customers. We appreciate our corporate and local office team members, and we recognize our employees are our greatest asset. Since we are one of the nation's largest retailers with nearly 5,500 locations, you can be assured we've got your back. Whether you are looking for a side gig, seasonal job, part-time, or full-time Jackson Hewitt has opportunities in its corporate and retail office locations.

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