Customer Service Representative

Customer Experience Agent

Location: Louisville, KY 40222 Workplace Type: On-site Schedule: Monday–Friday + Training: 2 weeks, 8:30 AM – 5:00 PM + Regular Shift: 10:30 AM – 7:00 PM

About the Role We're seeking a Customer Experience Agent to deliver exceptional service to tax professionals and their clients. You'll handle inbound and outbound calls, chat, and email correspondence, providing account support and promoting financial programs. This is a great opportunity for someone with strong customer service skills looking to grow in a dynamic and supportive environment.

Key Responsibilities

• Respond to inbound calls (50+ daily) within 30 seconds
• Conduct outbound "Discovery" calls to past customers
• Assist consumers and businesses using our tax software
• Provide accurate account and product information
• Document interactions for trend analysis
• Maintain service levels and call quality at 90%+
• Support via chat and email when needed
• Collaborate with sales team for customer transfers
• Contribute to a fun and engaging workplace culture

Must-Have Skills & Experience

• 2+ years of customer service experience (call center preferred)
• Strong verbal and written communication
• Chat box and email correspondence experience
• Fast system navigation and data entry skills
• High school diploma or GED

Nice-to-Have Skills

• Experience in financial or banking environments
• Chat support and tax-related knowledge
• Excel proficiency
• Bilingual abilities

Ideal Candidate Background

We welcome candidates from high-level retail roles (e.g., bank tellers, team leads, store managers). This role is perfect for someone ready to transition from retail into a professional office setting. Candidates with only cashier, gas station, or warehouse experience may not be the best fit.

What We Offer

• Unlimited overtime during peak season (February)
• Performance-based giveaways
• Fun culture: themed Fridays, basketball hoop, market-style break room
• Award-winning team: nominated for Mid-Size Call Center and Contact Center Manager of the Year

Work Environment

• Quiet, cubicle-style call center
• Spacious break room with food options
• Supportive and engaging team atmosphere

Job Type & Location

This is a Contract position based out of Louisville, KY.

Pay and Benefits

The pay range for this position is $20.00 - $20.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Dec 2, 2025.