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Customer Care Center Representative

Hurst, TX

Career Area: Corporate
Job Type: Full Time

Position Title: Customer Care Center Representative

Department: Owned & Operated 

Status: Full Time

Reports to: Customer Care Center Manager

FLSA Status: Non-Exempt


Position Purpose

The Customer Care Center Representative displays outstanding customer service skills while maintaining an upbeat, professional and positive attitude as a support member of our Owned and Operated Customer Care Center team. 

Position Responsibilities/Duties/Functions/Tasks

  • Manage large amounts of inbound and outbound calls in a timely manner
  • Follow communication “scripts” when handling different call campaigns
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Seize opportunities to set-up appointments when they arise
  • Build sustainable relationships and engage customers by delivering the client experience while going the extra mile
  • Keep records of all conversations in our care center database in a comprehensible way
  • Take basic Tax School class to improve knowledge and performance level
  • Meet personal/team qualitative and quantitative targets

Position Qualifications

  • Proven customer service experience and ability to handle escalated calls
  • Track record of over-achieving quota
  • Outstanding communication skills, both verbal and written
  • Familiarity with CRM systems and practices
  • Customer focus and adaptability to different personality types
  • Ability to multi-task, set priorities and manage time effectively
  • Working knowledge of Office 365 and other Microsoft products
  • Additional duties as required
  • Spanish bilingual is a plus

Physical Demands and Work Environment

Position requires working at a desk at the corporate office for periods of time up to eight hours, and the ability to work varied days/hours including nights and weekends.

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).


Liberty Tax Service is an equal opportunity employer. 


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.