Enrolled Agent Escalations Specialist CCOS in Sarasota, FL at Jackson Hewitt

Date Posted: 5/14/2018

Job Snapshot

  • Employee Type:
    Seasonal/Temp
  • Location:
    501 North Cattlemen Road
    Sarasota, FL
  • Job Type:
    Other
  • Experience:
    At least 2 year(s)
  • Date Posted:
    5/14/2018

Job Description

At Jackson Hewitt, we are working hard for the hardest working and we are on a mission to completely change the way our customers engage with their personal finances. Jackson Hewitt combines the fun, fast-paced culture of a startup with the scale and reputation of one of the nation’s largest retailers (over 6,000 locations).

At Jackson Hewitt we have a passion for our employees and our customers. We recognize and appreciate that our team members are our single greatest competitive advantage. Being an industry leader requires a consistent focus on quality, innovation, performance and results.

IF YOU WANT TO BE PART OF A TEAM THAT IS CHANGING THE INDUSTRY, WITH A FOCUS ON DELIVERING EXEMPLARY CUSTOMER SERVICE THEN JOIN JACKSON HEWITT!!

POSITION SUMMARY
The Enrolled Agent Escalations Specialist position is responsible for providing a world class experience to Jackson Hewitt current clients by escalated customer complaints, issues and service delivery failures in a Performance Based Contact Center environment. This is a Seasonal Position with a duration up to 6 months. You will be tasked with partnering with our teams in the field to resolve an assigned caseload of customer issues, or escalating to the escalations lead or manager, depending on documented issue resolution path. This position will require an enrolled agent status with the IRS to assist in the review of tax documents and to amend returns to resolve existing issues. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Other duties, assignments and specific projects may be assigned at the discretion of executive management.

ESSENTIAL DUTIES AND RESPONSIBILITIES Major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties, assignments and specific projects may be assigned at the discretion of executive management.
• Monitor, communicate and assist in the resolution of complaints on service delivery failure.
• Take ownership in assisting, researching, resolving, or escalating Client issues.
• Manage and follow up on assigned case load per Service Level guidelines.
• Review Tax returns for potential errors
• Amend returns that require issue resolution
• Analyze cases for trends in client issues and report to escalations lead
• Assist in review of insurance documents for offices
• Communicate with insurance agents or office management staff to ensure proper completion of start of tax season validation.
• Respond to requests to alter revenue records for Franchise offices.
• Verbally de-escalate and handle difficult Client situations.
• Understand and implement new information and procedures efficiently and professionally.
• Manage and follow up on multiple ongoing issues simultaneously
• Deliver a consistent level of quality on all calls and issue resolutions
• Utilize multiple systems to access Client information, research issues, educate and solve the Client’s reason for contact.
 

EDUCATION AND EXPERIENCE
• Minimum of two years of relevant escalations, tax preparation or customer service experience.
• Enrolled Agent Status with the IRS
• Proficiency with learning new technology and system applications.
• Proficiency in Microsoft Office
• Must demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor. The ability to maintain a confident, friendly and helpful tone in conversation.
• Excellent computer navigation and data entry skills  
• Excellent verbal and written communication skills.

PHYSICAL DEMAND AND WORK EFFORT • Keying/typing, sitting, standing, walking • 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 

We appreciate your interest in Jackson Hewitt Tax Service. Jackson Hewitt Tax Service is an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, age (40 and over), disability, or any other basis protected by applicable federal, state, or local laws. Jackson Hewitt Tax Service also prohibits harassment of applicants or employees based on any of these protected categories. It is also Jackson Hewitt Tax Service’s policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.

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