Team Lead - Complete Tax Chat Support bei None

Position Title:  Customer Service Shift Lead “CSL” - Complete Tax Chat Support 

Department: Complete Tax \ EBuzz

Status: Seasonal

Reports to: Support Supervisor

FLSA Status: Non-Exempt

Position Purpose

The Complete Tax Customer Service Shift Lead is an elevated Support Position for Complete Tax. (formerly Ebuzz). Shift Leads are exceptional as support agents, with a proven track record of high chat volume and satisfaction, demonstrated product expertise, and possessing great leadership skills. These Shift Leads will be the first point of contact to assist CSRs (Customer Service Representatives) with front line chat support, supervising CSRs and ensuring the department’s stability on a day-to-day basis. Shift Leads will also be trusted to send and update invoices for any and all payments for tax returns, as well as have an understanding on document processing for Tax Returns.

Position Responsibilities/Duties/Functions/Tasks

• Provide front-line assistance to Customer Service Representatives (CSR)
• Supervise and lead a team of chat support agents
• Encourage professional growth of CSRs through coaching 
• Become product experts in our In-house tax software
• Mastery of using our Chat Software to answer questions, ensure customer satisfaction, and personally answer elevated questions.
• Ensuring CSRs are engaging in chat in a friendly and professional manner.
• Use Microsoft Teams to communicate with other CSRs, Team Leads, and Preparers, as needed
• Creation of pre-made or “Canned’ messages for chat software.
• Keeping up with and managing invoices for Tax Returns done with Complete Tax 
• Understand document processing for tax returns and assist Tax Preparers with processing on a rotation
• Serve as a liaison between the Chat Support, Tax Preparation, and management.

Position Qualifications

• Excellent communication skills both verbal and written
• Proven experience in support or customer service role.
• Ability to multi-task effectively
• Ability to use computer-based management systems to service our customer base though chat software and email
• Ability to motivate and inspire a team
• Problem solving mindset with a focus on customer satisfaction
• Ability to navigate through internet resources to gather information, as needed
• Experience in a call center or customer service environment is a plus.
• Leadership and previous tax experience a plus

Physical Demands and Work Environment

• Position requires working at a desk at the corporate office for periods of time up to eight hours.
• The use of a headset or other communication devices may be necessary for effective collaboration with team members.
• Will require working weekends and some Holidays.
• Ability to travel to and from the corporate office, as well as work from home in emergency situations such as inclement weather or a disruption in business continuity.

Employee Acknowledgement

This is not an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions.  While this list is intended to be an accurate reflection of the current job, Complete Tax reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload or technological developments).

Complete Tax is an equal opportunity employer.