Drake User Seasonal Team Lead

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

Drake Software is a leading digital tax filing platform which offers customers professional digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. Drake Software is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team.

This role will primarily support Drake Software as we provide the tools and support tax professionals need to build their businesses and attract new clients. We are an organization of problem solvers continually looking for solutions to support our customers. Our customers know they can rely on Drake Software for comprehensive product excellence and value.

JOB SUMMARY:

Leads a unit of call center Customer Support Representatives (CSRs) with the primary goal of customer satisfaction and retention.

ESSENTIAL DUTIES:

• Focus on providing first level support for Customer Service Representatives (CSR) on complex client questions and issues.   

• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.

• Identify and escalate complex issues in a timely manner, to insure an excellent customer experience.

• Follow up on escalations of customer issues for future issue handling.

• Trains new CSRs on software products and current CSRs on software updates.

• Takes on the responsibility of gaining more advanced knowledge in specific subjects that will assist the division.

• Monitors service quality, takes action where necessary.

• Distributes and regularly gathers data from available resources.

• Identifies potential issues on the team or in the Call Center and reports them directly to the Call Center Manager.

EXPECTATIONS:

• Exhibits a positive and professional work ethic

• Supports Company policies

• Uses good judgement

• Practices confidentiality concerning employee or restricted information

• Excellent attendance

• Dedication to Customer Service

• Investment in the team. Be the teams Champion by providing them with opportunities to continually gain knowledge in the software and customer service standards.

• Assists Agents in resolution of client issues when needed.

• Impartial treatment of all employees

• Create best possible work environment for the team

SKILLS AND EDUCATIONAL REQUIREMENTS:

• Demonstrated supervisory and customer service experience required. Call center experience is a must.

• Computer literacy required, including email, word processor, spreadsheet software and the Drake suite.

• Flexibility with hours during peak season required.

• Ability to prioritize tasks and complete all tasks using effective time management.

NEEDED ATRIBUTES / COMPETENCIES:

• Coaching Employees – Maintains two-way dialogue with employees on ongoing performance; helps to bring out the best in people.

• Ethics - Treats people with respect; inspires the trust of others; works with integrity and ethically; upholds organizational values

• Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; asks for and offers help when needed.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.

• Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness; applies feedback to improve performance; monitors own work to ensure quality.

• Safety and Security - Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.

• Technical Skills - Pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively.  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals. 

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at HR@Taxwell.com  or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.