Drake Software is a leading digital tax filing platform which offers customers professional digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. Drake Software is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team.
This role will primarily support Drake Software as we provide the tools and support tax professionals need to build their businesses and attract new clients. We are an organization of problem solvers continually looking for solutions to support our customers. Our customers know they can rely on Drake Software for comprehensive product excellence and value.
The Customer Onboarding Representative 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 Representative 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)