Seasonal Team Lead

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🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

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TaxAct

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

🛍️ eCommerce

Finance • Fintech • eCommerce

TaxAct is an online tax preparation service that provides users with the tools and resources to file their taxes easily and accurately. With options for free and paid tax filing products, TaxAct caters to a diverse range of tax situations, including personal, business, freelance, and investment income. The platform also offers expert assistance from credentialed tax professionals to ensure users maximize their refunds and navigate complex tax scenarios with confidence.

📋 Description

• Lead a unit of call center Customer Support Representatives (CSRs) focused on customer satisfaction and retention • Provide first-level support to CSRs on complex client questions and issues • Analyze and evaluate incident reports and recommend ways to reduce help line incident rates • Identify and timely escalate complex issues • Follow up on customer issue escalations for future issue handling • Train new CSRs on software products and current CSRs on software updates • Develop advanced knowledge in specific subjects to support the division • Monitor service quality and take corrective action where necessary • Distribute and regularly gather data from available resources • Identify potential team or call-center issues and report them to the Call Center Manager • Assist agents in resolving client issues • Create the best possible work environment for the team

🎯 Requirements

• Demonstrated supervisory and customer service experience required • Call center experience is a must • Computer literacy required • Experience with email, word processor, spreadsheet software, and the Drake suite • Flexibility with hours during peak season • Ability to prioritize tasks and complete them using effective time management • Positive and professional work ethic • Ability to support company policies and use good judgment • Ability to maintain confidentiality concerning employee or restricted information • Excellent attendance • Dedication to customer service and investment in the team • Ability to coach employees and maintain two-way performance dialogue • Ethical conduct and respect for others • Initiative and willingness to undertake self-development and increased responsibilities • Clear oral communication and active listening • Quality management and attention to accuracy and thoroughness • Observance of safety and security procedures • Willingness to pursue training and development opportunities • Clear written communication • Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations • Ability to write reports, business correspondence, and procedure manuals

🏖️ Benefits

• Supportive, open, and inclusive atmosphere • Equal employment opportunity • Disability assistance or accommodation available