Drake User Seasonal Team Lead

Taxwell • Haverford, PA

1d • Onsite

About The Position

Drake Software is a leading digital tax filing platform that provides customers with professional digital and downloadable products. We are committed to offering easy-to-use, best-in-class technology, and unparalleled customer support. We are a trusted solution for all users, including those with complex tax returns. 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.

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.

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.
• Maintains two-way dialogue with employees on ongoing performance; helps to bring out the best in people.
• Treats people with respect; inspires the trust of others; works with integrity and ethically; upholds organizational values
• Volunteers readily; undertakes self-development activities; seeks increased responsibilities; asks for and offers help when needed.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
• Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness; applies feedback to improve performance; monitors own work to ensure quality.
• Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
• Pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• 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.

Nice To Haves

• 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

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed