Temporary Call Center Agent - Tax Season Peak Support

Job Title:

Temporary Call Center Agent•

Tax Season Peak Support Location:

Remote, work from home

Timeframe:

March 30•April 15, varying days

Training Pay:

$15 per hour during the initial 3-4 days of paid training, at your own pace

Hourly Rate:

$18•$20 per hour following successful completion of training (based on location)

Standard Operating Hours :

8:00 AM to 12:00 AM (Midnight)

Peak Season Hours:

Flexibility to work extended shifts from 8:00 AM to 3:00 AM during the period near the tax filing deadline Job Summary Join our team as a Temporary Call Center Agent to provide critical customer support during the peak tax season. You will be the first point of contact for customers, primarily handling inquiries related to tax filing and consumer software services. This role requires flexibility, excellent communication skills, and the ability to work extended hours during our busiest period. You will be measured on your ability to provide high-quality resolutions and maintain top-tier customer satisfaction scores. Key Responsibilities Answer a high volume of inbound calls from customers with professionalism and empathy. Provide accurate and helpful information regarding tax-related services, "how-to" software troubleshooting, and processes using a provided knowledge base. Troubleshoot and resolve customer issues efficiently, aiming for a high Issue Resolution (IR) rate and escalating complex matters to specialized support teams when necessary. Document all customer interactions, inquiries, and resolutions in the call center database, maintaining a high Documentation Rate. Adhere to all company and regulatory guidelines, ensuring data privacy and security for sensitive customer information. Maintain a positive, can-do attitude in a fast-paced, high-stress environment to drive a high Transactional Net Promoter Score (tNPS). Manage call efficiency by monitoring Average Handle Time (AHT) and minimizing Non-Talk Time (NTT).

Qualifications Age/Legal:

Must be 18 years of age or older and legally authorized to work in the United States.

Education:

High school diploma or GED equivalent.

Experience:

Prior experience supporting consumer software and handling sensitive customer data is required.

Communication:

Exceptional verbal and written communication skills with fluent English proficiency.

Technical Proficiency:

Ability to navigate multiple software systems, troubleshoot technical issues, and quickly access information to find answers.

Training:

Must be able to commit to and complete an estimated 26+ hours of training via the Docebo LMS and pass all graduation assessments.

Availability:

Must be able to commit to the flexible and extended hours required during peak tax season April 13-15th, you must be able to commit to working two 12 hour shifts during this period

Background:

Must pass a comprehensive 7-year background check, including criminal search, National Sex Offender Registry, and Global Sanctions screenings.

Technical & Workspace Requirements Home Office:

Must have a dedicated, quiet, and secure workspace free from distractions.

PC/Laptop:

Must use a Windows-based device (7th Gen Intel Core i5 or equivalent or higher). Apple/macOS is strictly prohibited.

Memory/Storage:

8GB to 12GB RAM with at least 250GB of free disk space.

Internet:

A wired broadband connection is required (Wi-Fi/Wireless connections are not permitted).

Peripherals:

Must have a USB noise-canceling stereo headset and an accessible webcam.

Pay:

$15.00•$20.00 per hour

Benefits:

On-the-job training Referral program Work from home

Work Location:

Remote