Customer Success Representative

Job Description

Job Description

Job Title Customer Success Rep I Company Profile Zenwork is the market-leading, award-winning provider of digital tax compliance software to 500,000+ SMBs, including 30,000 CPA firms, and large enterprises across the country. As the workforce continues to shift from full-time employees to independent contractors, businesses have been faced with increased informational tax reporting requirements at both the state and federal levels. Zenwork’s Tax1099 software enables companies of all sizes to eFile 1099 tax forms and other important tax documents related to their utilization of 3rd party contractors, vendors, and suppliers. Having eFiled 20M tax forms to-date, Zenwork’s SaaS platform is focused on streamlining tax compliance and regulatory reporting on behalf of its customers. Job Purpose As the primary contact for our customers, the Customer Success Representative is the voice of the company. To succeed in this role, you must be motivated and dedicated in every customer interaction.

The Customer Success Representative handles incoming customer questions in a multi-channel support environment; communicating via phone, by email, or on chat. Inquiries will be input and maintained in a case management system. Additionally, there may be opportunities to contact customers via outbound communications. Job Type Full-Time, Entry Level FLSA Classification Non-Exempt, Hourly  Job Duties and Responsibilities

• Handles incoming customer questions in a multi-channel support environment; communicating via phone, by email, or on chat
• Creates cases in a case management system to document client inquiries
• Maintains daily log to show productivity and identify individual strengths and weaknesses
• Participates in special projects assigned by leadership such as site testing and client support initiatives
• Makes outbound calls to clients on complex issues that require additional interactions for resolution
• Adapts to changes in processes and policies as determined by leadership

Required Qualifications Education

Preferred Qualifications

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