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 with a focus on customer satisfaction and retention • Provide first-level support to CSRs on complex client questions and issues • Analyze incident reports and recommend ways to reduce help line incident rates • Identify, escalate, and follow up on complex customer issues • 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 when necessary • Distribute and gather data from available resources • Identify potential team or call center issues and report them to the Call Center Manager • Coach employees, assist agents with client issue resolution, and foster a positive work environment

🎯 Requirements

• Demonstrated supervisory and customer service experience required • Call center experience required • Computer literacy, including email, word processor, spreadsheet software, and the Drake suite • Flexibility with hours during peak season • Ability to prioritize tasks and complete all tasks using effective time management • Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations • Ability to write reports, business correspondence, and procedure manuals • Ability to maintain confidentiality concerning employee or restricted information • Excellent attendance • Ability to coach employees and maintain two-way performance dialogue • Ability to communicate orally and in writing clearly and effectively • Ability to monitor and promote quality • Ability to observe safety and security procedures

🏖️ Benefits

• Supportive, open, and inclusive atmosphere • Equal opportunity employment • Disability assistance or accommodation available during the hiring process