Client Service Leader

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Promotes, supports and ensures that all services and programs are offered to clients in accordance with company policies, procedures, and established targets.
• Shares individual performance goals and results with Tax Professionals and District Manager.
• Monitors, evaluates, and coaches Associates to attain desired results.
• Implements Instant Refund program according to district plan.
• Schedules and conducts Associate interviews, training, and evaluations.
• Assigns or reassigns work to office staff, monitors the weekly and daily work schedules, and approves overtime requests.
• Provides day-to-day coaching, as well as, timely and specific performance feedback to individual Associates.
• Ensures that every Associate has completed all required training; arranges for additional training/support as required.
• Receives and secures cash, debit/credit card receipts, and balances the cash as part of the mid-day or end-of-day closing procedures, Records all transactions in the CIS computer and completes bank deposits in accordance with the District Manager’s instructions.
• Ensures the district operating plan is followed and that major variation from the plan are discussed and resolved in coordination with the district manager.
• Follows standard operating procedures for office opening and closing requirements, security, supply ordering, file maintenance, and office appearance and cleanliness. Follows-up to ensure compliance.
• Provides assistance and support in the district training sessions, as required.
• Responds in a timely manner to client service issues or Associate relations concerns, utilizing the support of the District Manager for more complex issues or where there is uncertainty.
• Other duties as assigned.

QUALIFICATIONS

• High School Diploma or equivalent. Additional course work in math is preferred.
• The Level I Tax Course must be completed within the first year of employment.
• Proven customer service skills.
• Effective verbal and written communications skills, public relations skills, detail-oriented, organizational, math and analytical skills.
• Demonstrated leadership ability to effectively guide Associate performance.
• Possess administrative and organizational skills to plan and coordinate office workload
• Understanding and previous use of a Windows-based computer system and applications such as Microsoft Word, Excel, and Outlook.
• Understanding and previous use of CIS, Profile, tax preparation software, and other applicable software is preferred.
• Ability to work both independently and to support team-based initiatives in a fast-paced, multi-tasking environment.
• Demonstrated problem solving and/or conflict resolution skills
• Preference will be given to those that possess three to five years’ relevant tax office experience.