Contact Center Quality Analyst, Sr. jobs in Fayetteville, NC

At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes.

We do this with integrity, quality, and consistency.

We take pride in that.

The role you play is critical to our success and together we are "Working Hard for the Hardest Working Americans".

This is our mission and it's a large part of why we work here. Together we are highly passionate about what we do, and how we can help our clients.

For most Americans, their tax return is the biggest single financial event of the year, and it can be quite an emotional experience.

That's where you come in! We are here to ease their stress and provide expert customer service and tax knowledge. What you'll do here :

• Inbound / Outbound calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Respond efficiently and accurately to client inquiries, explain possible solutions, and ensure that clients feel supported and valued.
• Present a professional, courteous, and confident demeanor via verbal and / or written communications.
• Take ownership in assisting, researching, resolving, or escalating customer issues.
• Respond to customer queries in a timely and accurate way, via phone, email, or chat.
• Diligently and accurately document customer records and cases.
• Engage in active listening with callers, confirm or clarify information and diffuse angry clients, as needed.
• Make sales or recommendations for products or services that may better suit client needs.
• Utilize software, databases, scripts, and tools appropriately.
• Use multiple tools, knowledgebase, and communication skills to effectively research and provide accurate information with the goal of recommending the customer's next best action to take towards service completion.

Skills you'll bring for success :

• 1 - 3 years previous call center experience
• High School Diploma / GED or equivalent related business experience preferred
• Strong written and verbal communication skills
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• Patient and empathetic attitude
• Strong time management and organizational skills
• Comfortable working in a fast-paced environment
• Computer literacy, ability to learn new technologies
• Phone skills, including familiarity with complex or multi-line phone systems

Last updated : 2024-04-29