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Company

Drake Software · 4 hours ago

Drake Pro Seasonal Team Lead

United States

Full-time

Remote

Senior Level, Lead/Staff

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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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Supervisory experienceCustomer service experienceCall center experienceComputer literacyDrake software proficiencyCoaching employeesQuality managementSecurity

Required

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.

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.

Impartial treatment of all employees.

Create best possible work environment for the team.

Coaching Employees – Maintains two-way dialogue with employees on ongoing performance.

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.

Company

Drake Software

Drake Software is a complete professional tax preparation program for federal and state returns, business and individual. It is a sub-organization of Cinven.

Founded in 1977