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Member Support Specialist

About us:

We work undercover for some of the best companies in the world, delivering superior support to their customers -- it is our mission. We focus on providing the environment, selection process, benefits, and training to ensure that we have agents of the highest caliber. We know a quality agent makes the difference for customers and how a great customer experience influences how they feel about the brand they have chosen.

Headquartered in Washington, D.C., we have delivery locations across 26 sites in seven countries and maintain a network of over 20,000 employees.

About the role:

Ibex is excited for the launch of this new program! We are looking strong minded individuals to be the foundation and potentially lead the team as it grows.

We're looking for people invigorated by the mission, not just those who simply check off all the boxes. If you don't meet all the qualifications but have a passion for learning, are a go-getter and work well under pressure, APPLY! We will reach out to you and have an open discussion about this role and how you might fit.

This team is committed to providing a unique customer experience. As a Member Support Specialist, you'll be the company's voice and will use exceptional empathy and expertise to ensure our users feel understood, valued, and free to look to us for guidance.

Your day-to-day will involve:

  • Communicating with customers using phone, email, and chat channels assisting with tax questions and concerns
  • Work to quickly provide tax preparation knowledge (but not tax advice) to the members.
  • Work to resolve inquiries related to account registration and recovery
  • Delivering top notch service by solving customer issues effectively and with empathy
  • Influencing customer happiness and loyalty metrics
  • Succeed in a high-pressure, highly charged and dynamic environment (usually December - April) but is also comfortable using slower months for preparation for the upcoming season
  • Respond to members in a professional, detailed and timely manner

Some things we consider critical for this role:

  • Commitment to customer experience and providing the right support for our members
  • Personal and/or professional tax preparation and/or financial/banking related experience is preferred
  • Passion for learning- we will train you!
  • Ability to think critically and apply logical problem-solving skills to resolve issues
  • Great computer navigation skills
  • Ability to multi-task handling multiple communication channels and navigate through resources simultaneously
  • Leader mindset
  • Strong written and verbal communication skills
  • Ability to act independently and to be self-motivated
  • Ability to quickly defuse customers through exceptional customer service skills

Must haves for the job

  • 18 Years of age or older
  • High School Diploma or equivalent
  • 1 Year of customer service experience
Full time
New Braunfels, TX 78130, US