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Seasonal Tax Expert Lead – Canada Remote


This is a Contract position in City Of Cambridge, ON posted December 2, 2019.

Overview Ready for a new seasonal opportunity with the 1 tax software company in Canada?

If you have experience managing front line customer service team and highly motivated and love communicating directly with customers, you could be a perfect match for this Seasonal Canada TurboTax Live Team Lead opportunity.

As a TurboTax Live Team Lead, you will empower Intuit customers by supporting the front line agents and business supporting TurboTax Live.

TurboTax is the 1 best-selling brand of tax preparation software in Canada.

Year over year, Intuit has been recognized as a best employer and is consistently ranked on Fortune’s “100 Best Companies to Work for” and Fortune World’s “Most Admired Software Companies”.

Responsibilities Assist TurboTax Live Manager with team responsibilities Handle customer escalation calls & provide resolution to deliver excellent customer experience Coach and provide feedback to agents Monitor agents to ensure compliance with CRA and MRQ requirements Be the first point of contact on agent pain points (technical and schedule related) Effectively addresses the unique issues of managing remote employees High engagement with customers, agents and key business individuals to ensure E2E excellent customer service goal is met Acting as a backup phone agent; ability to take customer calls directly on peak days as required Qualifications Bilingual proficiency (English and French) considered an asset Team management and leadership skills required Call center experience is an asset Customer service and customer experience acumen Basic technical troubleshooting required Basic Excel knowledge preferred Flexibility in availability/schedule Personal income tax preparation experience is an asset