The CSA will need to be able to sit at least 6 hour a day, stand for a long period of time if needed, lift no more than the equivalent of a case of paper, work on some limited but repetitive tasks such as data entry, counting papers, etc. and always maintain a professional attitude and appearance.
The CSA must be: Courteous Helpful Knowledgeable PatientAttentive RespectfulConfidential IndependentTimely Efficient
Responsibilities to include, but are not limited to and may change at any time as the need arises within the company:MultitaskingSuccessfully perform one or more of the following tasks listed below simultaneously, and meet deadlines set by Administration
Phones and VoicemailAnswer a multi-line telephone system Direct calls to the appropriate person Return calls in a timely mannerTake and relay messages in a timely manner
Call CampaignAssist office staff with the call campaign by calling prior customers to schedule an appointment for this tax year
AppointmentsSchedule and maintain appointments electronicallyControl client flow and integrate walk-ins
Products and ServicesProvide accurate information about products and services to all customers
Customer Service Associate (CSA)Use ProFiler for CSA purposesConduct data entry interviews with clients, from start to finish
Customer ServiceImmediately greet every person who comes in the doorAlways be professional and courteous with all customersKeep client information confidential and avoid any conflicts of interestCollect and distribute confidential documents (W2’s, refund checks, etc.)Offer to schedule appointments for every customer who calls or comes into an office
Office documents, forms and clerical supportAssist office staff as needed with the management of the following office documents and forms not limited to: Customer packets and tax documents, DCR’s, “O” copies, “H” copies, holds, rejects, checks, e-mail communications, office memo’s, Quick Start Forms, Drop Off Questionnaires, Customer Service Resolution Forms, Request for Tax Return Forms, IRS and State Notice FormsComplete temporary work assigned by the leadership
Tax Office and Receptionist AreaAssist office staff with keeping the tax office, receptionist area, break room and bathrooms clean (vacuum carpets, wash dishes, wipe down sink, etc.)Assist office staff with stocking supplies (refill staplers, distribute pens, change toilet paper, refill printer paper, etc.)Assist office staff with compiling a list of needed supplies as assigned
Local Store MarketingAssist office staff with distributing local store marketing coupons and flyers as needed
Mail and DeliveriesReceive and distribute mail and deliveries to the appropriate persons
SuppliesAssist Office staff with distributing office supplies to the appropriate areas
By submitting this form, I hereby acknowledge that most Jackson Hewitt locations are operated by independent franchisees and not Jackson Hewitt or its affiliates. I further acknowledge that franchisees are independent employers and separate companies and employers from Jackson Hewitt Inc., and set their own employment policies and practices. Franchisees are the exclusive employer of their employees and as such are solely responsible for all employment-related matters and decisions in their locations. Specifically, with regard to employees of franchisees, such franchisees, and not Jackson Hewitt, will have exclusive control over all employment-related decisions, including decisions concerning hiring, firing, wages, conditions of employment, discipline, staffing, or any other day-to-day employment issue. Jackson Hewitt Inc. will have no obligation or right to control any franchise employment issue relating to employees of a Jackson Hewitt franchisee. By applying for a job at a franchise-operated location, I understand that the information I provide will be forwarded to the franchisee in order for that organization to reach out to me and process and evaluate my application. I acknowledge that Jackson Hewitt will not receive a copy of my employment application and will have no involvement in any employment decisions regarding me, including whether I receive an interview or whether I am hired to work for the franchisee. I understand that I need to contact the relevant franchisee for information about its privacy practices. Any communications opt-out that I submit in any franchisee’s job application process is specific to that franchisee and will not be communicated to any other entity.
