Front Desk Office Administrator: Part-Time at Jackson Hewitt in Kettering, Ohio

Job Description:

This position interacts with and engages clients by conversing and reviewing tax documents to create tax packets and set up appointments. You'll also support all tax pros and managers. You'll also manage the appointment scheduler, make appointment reminder calls, answer all incoming calls, distribution, when appropriate, to foster a positive and efficient client experience.

• Greets all potential clients with a friendly and professional demeanor
• Engages in conversation with potential clients to share information about Jackson Hewitt's services, products, and promotions
• Responsible for managing the appointment scheduler/calendar for all tax preparation appointments, tax consultations, and drop off appointments
• Answer or make calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Monitors office flow at the location and keeps clients engaged during periods of wait time
• Monitors client activity and takes initiative to answer phones or assist with check distribution by following established procedures when Tax Preparers are with other clients
• Assists in maintaining a clean and inviting workplace, this may include removal of trash, vacuuming or sweeping, cleaning counters, cleaning glass, etc.
• Monitor client activity and take initiative to answer phones and resolve client issues.
• 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:

• Good interpersonal and communication skills
• Customer service or sales experience preferred
• High School Diploma/ GED, or equivalent related business experience
• Reliable transportation and a valid driver's license and insurance preferred