Operations Support Representative 2 CCOS in Sarasota, FL at Jackson Hewitt

Date Posted: 8/14/2018

Job Snapshot

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!!

We are Jackson Hewitt, Working Hard for the Hardest Working.



In a world where the hardest working Americans are strapped for both time, and money, Jackson Hewitt is on a mission to be their advocate.
For many of our Employees, the tax return is the most important financial event of the year, and the biggest paycheck many
will receive.We want to help them get their maximum refund, faster, and with fewer associated fees.




POSITION SUMMARY




The Operations Support Representative 2 position is responsible for providing a world class experience to Jackson Hewitt Franchise and
Corporate Employees by answering Advanced Hardware and Networking troubleshooting calls or web chats in a
Work at Home Contact Center environment.You will resolve 2nd Tier level interactions via phone and chat, or escalating to
Operations Support Management or applicable Business Owners, depending on documented issue resolution path. This is a Seasonal

Position with a duration of up to 6 months.




ESSENTIAL DUTIES AND RESPONSIBILITIES



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.


  • Solutions Oriented, supporting one-call-resolution. Use tools, knowledgebase, and communication skills to effectively research and
    transmit accurate information with a goal of resolving the Employee’s reason for contact.

  • Demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor. Maintain a confident,
    friendly and helpful tone in conversation.

  • Take ownership in assisting, researching, resolving, or escalating Employee issues.

  • Verbally de-escalate and handle difficult Employee situations.

  • Understand and implement new information and procedures efficiently and professionally

  • Understand detailed policies and procedures and explain these to the Employee in a manner which is easily understood.

  • Utilize multiple systems to access Employee information, research issues, educate and solve the Employee’s reason from calling.

  • Accept and implement Quality and Performance Management Coaching / Feedback.

  • Handle and hold secure confidential and sensitive Employee information.

  • Support issue resolution with Remote Desktop Support Software.

  • Manage and follow up on assigned case load per Service Level guidelines.

  • May be asked to assist with other program support including email, web
    chat, co-browse, outbound and other support initiatives.



EDUCATION AND EXPERIENCE



  • High School Diploma or GED required.

  • Minimum 2 years of relevant Tech Support Contact Center experience.

  • Proficiency
    in Microsoft Office, Contact Center applications, quality monitoring tools and
    applications, center reporting tools and technologies.

  • Proficiency with learning new technology and system applications. Excellent computer navigation and data
    entry skills

  • Bi Lingual Spanish a plus.


PHYSICAL DEMAND AND WORK EFFORT



  • Work from Home PC and Network must meet or exceed Minimum Specifications
    to all Contact Center Applications.

  • Keying / typing, sitting, standing, walking.

  • 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.

  • Reasonable accommodations may be made to enable individuals with
    disabilities to perform the essential functions.

  • FLSA status: Seasonal, Hourly, Non-Exempt.


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.