Account Support Seasonal 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.

TaxAct is a leading digital tax filing platform which offers customers do-it-yourself 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. TaxAct 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 TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset to reimagine the services our customers receive.

This Account Support Seasonal Lead position is responsible for assisting management with leading the daily operations in a fast-paced Customer Support environment. The candidate will interact one-on-one with our Customer Support staff as well as train and mentor staff in providing professional and friendly support to our customers.

Essential Duties And Responsibilities

Major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for support operations for the TaxAct Consumer product lines and related processes. Provide backup support for other departments in the Customer Support Center as needed.
• Provide professional and friendly support to all external and internal customers and serve as a point of escalation for customer requests and concerns.
• Troubleshoot and research customer issues and, when appropriate, clearly communicate them to the appropriate manager or department for quick resolution.
• Provide timely phone, chat, social media support, and email support requests to TaxAct customers.
• Mentor agents, provide weekly one-on-one progress tracking/mentoring sessions with agents assigned to you and assist all agents with day-to-day questions. Provide progress tracking updates to their assigned agents both during training and season so they are aware if they are achieving their individual goals.
• Provide feedback to manager regarding agents.
• Monitor and prioritize coverage across call, chat and email queues as well as social media channels according to departmental defined goals.
• Perform ongoing contact/call/chat monitoring for quality assurance and suggest adjustments to queues/staffing to ensure service levels are met. Make suggestions to management on business process improvements based on call/chat monitoring results.
• Utilize reports as requested by management – utilize metrics to maintain alignment with department and individual goals.
• Communicate trending issues to management.
• Based on customer interactions, propose needed responses for the knowledge database and send them to the appropriate individual for creation.
• Routinely answer questions, promote teamwork and foster collaboration.
• Convey a professional and positive image internally and externally.
• Additional job duties as needed.
  
  

Education And Experience

• A minimum of 3 years of call center experience required.
• 2 – 3 years of call center Lead or SME experience or equivalent experience preferred.
• A minimum of 2 years of experience with Internet browsers & Microsoft Window’s operating systems.
• Exceptional communication and interpersonal skills are essential.
• Excellent written communication skills, with a strong command of grammar and spelling, is required.
• Excellent verbal communication skills.
• Attention to detail.
• Ability to multitask.
• Strong problem-solving skills.
• Excellent time management skills.
• Helps to maintain a positive work environment.
• Typing skills – 25+ WPM. 
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.   
  
  

#TaxAct

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 828-349-5703 extension 6049 to speak with a member of the HR Talent Acquisition team.