Remote Tax Client Care Representative

Driven by our Passion for People, our Customer Care Representatives are experts at engaging clients via phone calls and web chats as part of our Inktel At Home Program. Inktel at Home allows for Inktel associates to perform their role in a Work at Home (Remote) Contact Center environment. Connecting with people in a way that is meaningful to them is our bread and butter—and our Representatives perform consistently at a high level through coaching, support, and training by the Best-in-Class Inktel Team.

 

The successful Client Care Representative will resolve First Tier level interactions via phone and chat or escalate to Tier 2 upon Client request or applicable resolution path. This is a Seasonal Position with a duration up to 6 months. Once the season ends you will have the opportunity to transfer into other client programs based upon your performance and preferences.

 

Responsibilities:

• Receive and respond to inbound client inquiries via phone or web chat while updating internal computer applications and systems
• Use available tools, knowledgebase, and communication skills to effectively research and transmit accurate information with a goal of resolving the Client’s reason for contact in one call.

• Verbally de-escalate and handle difficult Client situations.
• Take ownership in assisting, researching, resolving, or escalating Client issues.
• Understand detailed policies and procedures and explain these to the Client in a manner which is easily understood.
• Utilize multiple systems to access Client information, research issues, educate and solve the Client’s reason for contact.
• Accept and implement Quality and Performance Management Coaching / Feedback.
• Handle and hold secure confidential and sensitive Client information.
• Diligently and accurately document Client records and cases.

 

Qualifications:

• High School Diploma or GED required.
• Proficiency in Microsoft Office, Contact Center applications, quality monitoring tools and applications, center reporting tools and technologies.
• 1 or more years of relevant Contact Center experience.
• Proficiency with learning new technology and system applications. Excellent computer navigation and data entry skills
• Strong communication skills and solutions orientated
• 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. Bi-Lingual Spanish a plus.

Requirements (Technical and Other)

• Each Inktel at Home Client Care Representative will be required to provide their own equipment:
  • Windows 10 PC (no Macs or Chromebooks)
  • Two Monitors (or one laptop and one monitor)
  • Hardwired Internet Connection
  • Internet Speed: 10mbps download, 6mbps upload
  • USB Headset with microphone and volume control
  • Integrated or USB webcam
  • Additional requirements listed below
• Work from Home PC and Network must meet or exceed Minimum Specifications to all Contact Center Applications.
• Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in a Work at Home Contact Center environment.
• Compliance with company attendance standards.

FULL TECHNOLOGY REQUIREMENTS

 

MINIMUM PC REQUIREMENTS.

CPU Speed	Dual Core 1.2 GHz or better Intel Core i3 or AMD Ryzen 3 or better
Hard Drive	40 GB or more of available space 100 GB or more of total space
Memory	4 GB of RAM minimum 8 GB or RAM or better is preferable
Operating System	Windows 10 Professional (No Macs or Chromebooks) Information on how to upgrade to Windows 10 Professional can be found here: https://support.microsoft.com/en-us/help/12384/windows-10-upgrading-home-to-pro Two (2) available USB 2.0 or greater ports

 

MINIMUM MONITOR AND ACCESSORY REQUIREMENTS.

Dual Monitor	1280 x 1024 (SXGA) screen resolution 1920 x 1080 (Full HD or 1080p)
USB Headset with Microphone	JPL TT3 Evo Binaural Headset (Headband + Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function
Camera	Integrated or USB Camera

 

MINIMUM SOFTWARE REQUIREMENTS.

Google Chrome**

Latest version of Google Chrome for Windows

 

MINIMUM INTERNET CONNECTIVITY REQUIREMENTS.

Standard Connection / Speed	Hard-wired connection (no wireless) Minimum 25 Mpbs download / Minimum 6 Mpbs upload Internet connection must not be shared with more than 3 devices in the same location
Maximum Latency Threshold	120 milliseconds (ms)

 

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)