Job description

Start a career and Get More in Return®. Jackson Hewitt offices are working hard for the hardest working, and we are on a mission to completely change the way our customers engage with their taxes. At Jackson Hewitt, you’ll find work that works for you and adds up. We’ve got flexibility, career development opportunities, and a chance to work in your neighborhood. We’ve got your back, since we are one of the nation’s largest retailers (nearly 6,000 locations). We have a passion for our employees and our customers. We recognize and appreciate our corporate and local office team members are our greatest assets.

NO SALES – NO OUTBOUND CALLS – FLEXIBLE SCHEDULES – A REAL WORK AT HOME OPPORTUNITY (Except for CA, HI, & WA)

This is a Seasonal Position with a possible but could lead to a permanent position if performance is exceptional.

The Operations Support Representative position is responsible for providing a world class experience to Jackson Hewitt Franchise offices and corporate employees by answering Federal and State Tax questions from Tax Preparers in the field as well as, Technical Calls or Chats related to Software, Products, Password issues in a Work at Home Contact Center environment. Must have 2 years of tax preparation experience.

You will resolve 1st Tier level interactions via phone and chat or escalating to Tier 2 upon Employee request or applicable resolution path.

What you’ll do here:

• Solutions Oriented, supporting one-call-resolution. Able to use tools, knowledgebase, and communication skills to effectively research and transmit accurate information with a goal of resolving the Employee’s reason for contact.
• Answer questions for both State and Federal returns.
• Assist Tax Preparers on how to navigate Jackson Hewitt Proprietary Tax Prep Software through current and prior year system changes.
• Assist tax preparers in correction of State and Federal rejects.
• Provide knowledge particular to Federal or State code changes such as ACA and the Path Act.
• Demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor.
• Demonstrate the ability to maintain a confident, friendly, and helpful tone in conversation.
• Verbally de-escalate and handle difficult Employee situations.
• Take ownership in assisting, researching, resolving, or escalating Employee issues.
• Able to understand and implement new information and procedures efficiently and professionally.
• Excellent computer navigation and data entry skills – Agents will utilize multiple systems to access
• Employee information, research issues, educate and solve the Employee’s reason for contact.
• Ability to work independently and as part of a team.
• Ability to learn innovative technology quickly and adapt and tailor solutions to fit the challenge.
• Strong Windows 10 experience desired.
• Ability to accept and implement Quality and Performance Management Coaching / Feedback.
• Will handle and hold secure confidential and sensitive Employee information.
• Diligence in accurately documenting Employee records and cases.
• May be asked to assist with other program support including email, web chat, co-browse, outbound and other support initiative.
• Other duties, assignments and specific projects may be assigned at the discretion of executive management.

Skills you’ll need to succeed:

• High School Diploma or GED required.
• Minimum of 2 years of relevant Tax Prep Experience
• 2 years Call Center Experience/ Help Desk
• Proficiency in Microsoft Office, Contact Center applications, quality monitoring tools and applications, center reporting tools and technologies.
• Must demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor and the ability to maintain a confident, friendly, and helpful tone in conversation.
• Bilingual Spanish a plus.
• Excellent computer navigation and data entry skills
• Proficiency with learning new technology and system applications.

What you’ll get if you join us:

• 401k with Company Match (eligible to participate after working first 1,000 hours)
• Medical Low Plan with Company HSA Match (eligible to participate after working 1,500 hours annually)
• Teladoc (Unlimited Teladoc sessions, $13 per month to seasonal emp)
• Free Employee Assistance Program (EAP)
• Corporate discount program
• Flexible work schedule
• Free tax preparation training and PTIN registration
• Free tax filing services for all JH employees
• Professional development and continuous training
• Expand your leadership and operational knowledge
• Learn from the leaders how to best support clients in busy retail tax locations
• Make a visible impact within the organization
• Join a fast-paced, innovative culture with an open and collaborative environment
• Ample opportunity to develop core and new skillsets and have a stake in your own success
• Opportunities for advancement within the organization
• Join a great organization that cares about employees!

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, gender identity, sexual orientation 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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