Blucora has a bold aspiration: we are committed to giving all people the tools needed to lead healthy financial lives – tools often reserved for the wealthy.
We now turn to the next leg, developing the technological tools that make our vision of financial health for all a reality. Atypical for the financial services industry, we take a contemporary approach to strategy and product development that is founded in user insights, rapid testing and a singular focus on driving end-user value.
Since charting new territory on a daily basis is part of everyone’s job at Blucora, we’ve attracted team members who thrive on the challenge, encourage each other, and are passionately committed to the goal. If you agree that problem- solving is a team sport, and feel energized by a good debate, deep dive research, or a fun night out with colleagues, we might be the right firm for you!
As a Product Specialist I – Social Media Agent, you will play an important role in delivering a delightful experience that unlocks every tax advantage for our customers by leveraging your customer service and technical expertise along with your exceptional communication and interpersonal skills.
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
#TaxAct
At Blucora, we believe our work benefits from the diverse perspectives of our employees. As such, Blucora welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Blucora, you can expect a supportive, open and inclusive atmosphere and a team that values your contributions.
Blucora, Inc. and its subsidiaries, Avantax Wealth Management, Avantax Planning Partners (formerly HK Financial Services), and TaxAct are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under federal or state law. Blucora, considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to know basis or as required by law. If you need assistance or an accommodation due to a disability, you may contact us at or by calling 972-870-6000 to speak with a member of the HR Talent Acquisition team.
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