Seasonal Team Leader – Customer Service Representative

Job Description:

• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team, and offer ongoing developmental coaching.
• Responsible for selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies.
• Act as the main point of contact to all team members asking specific information on products, services, policies, quality, etc., and explain not only how things are done, but why.
• Communicate any challenges and updates to the Client Success Manager.
• Provide insights on how the team works, analyze the data, identify opportunities and come up with action plans to improve.
• Track, manage and review reports to understand the performance of all team members (Attendance, Client KPIs, and any internal Metrics).
• Comfortably talk about the numbers during business reviews with the clients or with the Peak Support Leaders.
• Send end of day/end of week reports.
• Monitor team attendance on a daily basis.
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Create and maximize relationships with client partners.
• Create a positive work environment through member engagement; resolve member relation issues in a professional and timely manner.
• Participate in cross-functional meetings to review information received from operational support functions - Training, Quality, Analytics, IT, and partner to define action plans that will resolve issues and drive continuous improvement.
• Implement best practices and overdeliver for clients, drive consistent performance, evaluate staffing needs, and adjust meet changing requirements.
• Update the leadership team on any issues/updates about the accounts.
• Ad hoc tasks as required.

Requirements:

• Have prior tax experience—ideally having worked at a tax firm or possessing a strong understanding of federal and state tax regulations.
• Are comfortable working with Personally Identifiable Information (PII) and Tax Return Information (TRI), maintaining the highest standards of confidentiality.
• Possess strong emotional intelligence, including the ability to self-regulate, demonstrate empathy, and be self-aware in customer interactions.
• Are fast learners with the ability to quickly grasp different processes, products, and services.
• Are resourceful and capable of thinking outside the box to find solutions.
• Demonstrate a strong work ethic and operate with integrity.
• Possess above-average oral and written communication skills.
• Thrive as independent workers with minimal supervision and can make or recommend sound decisions in challenging situations.
• Have excellent interpersonal skills and can collaborate effectively with team members and clients.
• Are skilled in coaching and can effectively communicate with team members about strengths and areas for improvement.
• Exhibit strong analytical and problem-solving abilities.
• Are detail-oriented and committed to accuracy.
• Are open to shifting schedules, flexible with work hours, and willing to work on holidays as needed.
• Align with the company's core values.
• Can positively communicate process changes with team members.
• Are proficient in multitasking and can handle multiple responsibilities efficiently.
• Have advanced knowledge of Excel and Google Sheets.
• Can create detailed and insightful reports for analysis and decision-making.
• Are proactive in identifying and addressing issues before they escalate.

Benefits:

• Work from Home
• Opportunities for growth
• Exceptional work environment

Apply tot his job Apply To this Job