Pratt's Answering Service, LLC
Our Agents Work from Home!
Tax, Accounting and Financial Services
Tax Company – Tech support w/Live Video Chat
What to Expect:
Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability.
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Research, analyze and determine an appropriate course of action for customers.
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Interact with customers via phone video chat, focusing on software navigation questions as well as assisting customer with locating prior years’ returns and amendments.
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Take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.
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Document all issues, resolution and follow up actions
Tax Company / Pro Service
Call center agents that support this program will be providing technical support and tax support to customers via the phone.
What to Expect
• Interact with business customers (small to mid-sized tax preparation firms) via phone, assisting with tech support and tax support questions (knowledge of tax concepts a plus)
• Research, analyze and determine an appropriate course of actions in a variety of situations for customers
• Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve inquires
• Provide caring and empathetic customer interactions that positively represent the brand
• Use analytical and organizational skills to solve complex customer issues through troubleshooting, critical thinking, and problem-solving
Capabilities of Top Performing Call Centers on this Program
• Knowledge of tax laws and concepts
• Experience preparing personal taxes or helping others with tax preparation
• Foundational technical skills and an understanding of how to use a computer and software
• Customer service experience and/or internship with a tax preparation company.
• Experience in a goal oriented, fast paced, changing environments
• Some or recent secondary education in accounting (such as a BA)
Tax Company / Customer Service and Inbound Renewal Support
Call center agents that support this program will be providing customer service and inbound renewal sales
support to customers via the phone
What to Expect:
• Provide high end, white glove support to very large CPA firms who do personal taxes for their clients.
• Interact with users via phone, responding to customer service questions and/or renewal questions.
• Research, analyze and determine an appropriate course of action for customers; recommend additional services and add-ons as applicable.
• Be a positive representative for Client and the Group; take a caring and empathetic approach to customer interactions.
• Articulate how to use the software product accurately and efficiently resolve customer inquires on the first contact.
• Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve inquires.
• Offer analytical and organized resolutions and find a sense of enjoyment in troubleshooting, critical thinking and problem solving.
• Secure the firm’s commitment to renew the software
Capabilities of Top Performing Call Centers for this Program
• Experience providing white glove support to high end customer.
• Foundational technical skills and an understanding of how to use a computer and software.
• Experience in a goal oriented, fast-paced, changing environment.
• Ability to understand client needs, identify helpful resolutions, and recommend additional products and services and needed.
• Demonstrates a sincere desire to assist the customer, and puts the customers’ needs first.
• Ability to align and communicate with the customer effectively.
• Tenacity to understand the customer’s business needs and provide the appropriate recommendation
Accounting Software Customer and Product Support
What to Expect
On a day-to-day basis, call center companies can expect to participate in the following activities:
•Interact with customers via phone, focusing on process related questions, data entry and navigation.
•Research, analyze and determine an appropriate course of action for customers.
•Be a positive representative for the client and product; take a caring and empathetic approach to customer interactions.
•Articulate how to use the product accurately and efficiently resolve customer inquiries on the first contact.
•Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquires.
•Act as a technical resource when assisting customers to resolve problems with devices and equipment.
Capabilities of Top Performing Call Centers for this Program
•Outstanding problem-solving skills
•Displays patience, empathy, an ability to manage stress, the ability to work under pressure
•Skilled and efficient in writing and verbal communication
•Provides knowledgeable, friendly and eloquent customer service
•Knowledge and experience with the software package a plus.
Financial Services Company-Claims Support
This Client lifts economies and communities by advancing the way the world pays, banks and invests. They
provides single load (gift, corporate gift, incentive, mall and rebate) and reloadable products (general purpose, benefits, government disbursement, healthcare, incentive, payroll, remittance, teen/family and travel). At this time, this opportunity is scheduled to last approximately 5 months (starting 3/11/21), with the possibility of extending to 9 months or beyond depending on client need. We are working hard to make this a regular program and will provide updates as they become available.
On a daily basis for the FIS Client Program Service Partners:
• Provide customer service via phone from cardholders and clients regarding dispute and fraud cases. Gather detailed information from callers to initiate and support cardholder’s chargeback rights and determine proper reason code for the dispute case. Open new fraud/dispute cases, detailing all transaction
information, performing balance transfers and request sale draft.
• Handle and resolve customer escalation calls and correspondence with a sense of urgency.
• Provide excellent customer service and high quality professional interactions while meeting program quality and productivity standards.
Capabilities of Top Performing Service Partners for this Program
• Strong ability to de escalate customer emotions and retain customer through positive interactions, and ability to manage stress and to perform under pressure.
• Skilled and efficient in writing and verbal communication
• Provide knowledgeable, friendly and excellent customer service
• Outstanding problem solving skills application of soft skills
• Ability to utilize multiple systems to handle customer transactions, PC knowledge and proficiency in use