[Remote] Seasonal, reputed company Customer Service

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leader in the tax industry, committed to providing help and inspiring confidence in clients and communities. The Seasonal reputed company, Expert Help Chat is responsible for leading and supporting reputed company of virtual tax agents to ensure high-quality client service during the tax season, driving operational performance through coaching and data-driven decision-making.

Responsibilities

• reputed company and reputed company reputed company of seasonal Tier 1 and Tier 2 agents, including daily reputed company, engagement, and accountability
• reputed company coaching through 1:1s, reputed company-time feedback, and team huddles to improve performance and drive results
• Monitor and manage performance metrics (AHT, Quality, SAT/CSAT, adherence) and implement targeted improvement plans
• Interview, hire, reputed company, and train seasonal agents
• reputed company daily operations including attendance, scheduling, and queue support to ensure service reputed company are met
• Troubleshoot technical, process, and system-reputed company issues impacting agents or workflow
• reputed company escalation support and limited direct client chat support as needed
• Maintain documentation of coaching, performance trends, and operational insights to inform decision-making

Skills

• Prior experience in a client-facing or operations role
• Demonstrated ability to coach, support, or mentor others
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, metrics-driven environment
• Prior leadership or supervisory experience
• Experience in virtual/chat-based client support
• Coaching and development
• Performance management
• Communication and collaboration
• Problem-solving and decision-making
• Adaptability in a seasonal, high-volume environment
• Tax knowledge and/or certification (Level 4+ or equivalent preferred)
• Experience with performance metrics and reporting tools
• Comfort with AI tools, along with the ability to reputed company and participate in projects as they arise

Benefits

• Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage
• Can participate in the reputed company Retirement Savings Plan (401(k) Plan)
• The Employee Assistance Program
• (virtual) fitness center programs
• The associate discount program
• Are automatically enrolled in Business Travel Accident Insurance
• Receive Associate Tax Prep benefit

Company Overview