TaxAct Looking for Product Specialist I – Social Media (TS) at Dallas, TX  Full Time

ESSENTIAL DUTIES & RESPONSIBILITIES

• Responsible for support for the TaxAct Consumer product lines and related processes.

• Provide timely and professional written responses to TaxAct consumer customers using Hootsuite.

• Provide professional and friendly support to all external and internal customers.

• Provide product and service information.

• Take ownership of customer’s communications to work directly with a specific customer.

• Troubleshoot and research customer issues utilizing defined processes and procedures.

• Route customers to the appropriate communication method (phone call, private message, direct message)

• Perform duties and responsibilities to meet KPIs.

• Recognize, document, and alert the lead staff of trends we are seeing on our social media channels.

• Follow up on customer communications as needed.

• Recommend responses for the knowledge database and send them to lead for review/creation.

• Promote teamwork and foster collaboration.

• Convey a professional and positive image internally and externally.

• Ability to operate multiple system applications and screens at the same time.

• Capability of utilizing resources provided for quick issue resolution.

• Use the equipment and applications provided to interact with customers.

• Other job duties as defined

EXPERIENCE & CREDENTIALS

• Knowledge and work experience with browser-based applications a plus.

• Experience with online tax software – preferred.

• Exceptional interpersonal skills are essential.

• Excellent written communication skills

• Call Center experience – preferred.

• Familiarity with social media channels – preferred.

• Familiarity with Hootsuite or another social media management tool – preferred.

• Strong troubleshooting and problem-solving skills

• 2+ years of experience with Internet browsers & Microsoft Window’s operating systems – preferred.

• Ability to work effectively within a team environment to accomplish goals.

• Ability to work well under pressure and meet deadlines with minimal direction.

• Positive attitude

• Detail oriented

• Strong organizational/time management skills and multi-tasking abilities.

• Typing skills – 30+ WPM – preferred

COMPETENCIES

KNOWLEDGE

• Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.

• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.

• Clerical – Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.

SKILLS

• Ability to respond quickly and thoughtfully under pressure

• Ability to take a written response and adapt it depending on a necessary response

• Show empathy and understanding despite aggressive or frustrated customer sentiment

• Ability to quickly learn and retain solutions to everyday customer problems

• Speaking – Ability to speak to others to convey information effectively.

• Service Orientation – actively looking for ways to help people.

• Reading Comprehension – Understanding written sentences and paragraphs in work related documents.

• Critical Thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Proficiency in Microsoft Office products.

• Proficient with basic PC skills.

PHYSICAL DEMAND & WORK EFFORT

• Keying/typing, standing, walking.

• Sitting for an extended period

• Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in an office environment.

• The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during normal performance of the job.

• Compliance with company attendance standards.

• Flexible schedule

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