Our company

At Royal Financial Services, we provide professional tax preparation and filing, bookkeeping, and payroll services to individual and business clients. Home of "The Tax Docta", our team is trained and experienced in delivering peace-of- mind financial products and services to our customers. We understand that dealing with finances can be stressful, which is why we make it our mission to provide our clients with the knowledge and tools they need to make informed decisions about their money.

The opportunity

We are looking for a Customer Service Associate (CSA) to join our growing team. As our CSA, you will be the first point-of-contact for any customer who has a question or issues with a product or service. The best CSA are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. CSA can put themselves in the customers’ shoes and advocate for them when necessary.

Responsibilities

• • Manages incoming phone calls and emails
  • Generates sales leads
  • Identifies and assesses customers' needs to achieve satisfaction 
  • Builds sustainable relationships and trust with customer accounts 
  • Provides accurate, valid, and complete information by using the right methods/tools
  • Meets personal/customer service sales targets and call handling quotes
  • Handles customer complaints, provides accurate solutions and alternatives within the time limits, follows-up to ensure resolution 
  • Keeps records of customer interactions, process customer accounts and file documents
  • Follows communication procedures, guidelines, and policies
  • Takes the extra mile to engage customers
• Requirements and skills

• • Proven customer support experience
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and best practices
  • Customer orientation and ability to adapt/respond to different types of personalities
  • Excellent communication and presentation skills
  • Ability to multitask, prioritize, and manage time effectively
  • High school diploma