Customer Onboarding Specialist - Remote Eligible

Customer Onboarding Specialist

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

Job Description

The Customer Onboarding Specialist plays a critical role in ensuring the success and satisfaction of new customers. This role engages customers once they have completed their purchase to foster loyalty, strengthen business relationships, and support long-term retention. The Customer Onboarding Specialist guides customers through the onboarding process, ensuring they are set up, and prepared for success in their first year with Drake Software.

Key Responsibilities

• Serve as the primary point of contact for new customers during the onboarding process.
• Set appointments with new customers to initiate the onboarding process.
• Actively engage new customers via phone and email to assist them in setting up their user accounts and uploading EFIN documentation.
• Assist customers in data conversion.
• Guide customers through the essential steps of software installation and setup.
• Communicate effectively with customers using phone, email, and web-based tools, demonstrating proficiency in typing, grammar, and professionalism.
• Send necessary resources and documentation to customers to aid in their onboarding process.
• Assist customers with account-related transactions and inquiries, ensuring a seamless onboarding experience.
• Identify and recommend appropriate products and services based on customers' business needs.
• Track the status of customer onboarding, log activities in Salesforce, and contribute to scheduling, tracking, and reporting tasks as requested.
• Become an expert in Drake Software products, maintaining a high level of product knowledge and service consistency.
• Schedule and track customer interactions, keeping detailed and accurate records for reporting and process improvements.
• Build trust with customers through proactive follow-ups, driving product adoption and encouraging renewal.
• Support various projects and perform other duties as assigned by the Onboarding and Retention Manager.

Education and Experience

• 1-2 years of experience in customer service, onboarding, account management, or a related field.
• Strong written and verbal communication skills including clear explanations, active listening, and professional email/phone etiquette
• Excellent organizational skills and attention to detail.
• Ability to learn and become highly proficient with Drake Software products and services
• Comfortable working independently and as part of a team.
• Proficient with Microsoft Office
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Bonus Skills

• Familiarity with the tax preparation industry /Drake Software
• Bilingual (English/Spanish)

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions. Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law. If you need assistance or accommodation due to a disability, you may contact us at HR@Taxwell.com or by calling 828-349-5703 extension 6049 to speak with a member of the HR Talent Acquisition team.