Manager- Client Relationship Professional

Company: her block
Location: Kansas City
Posted on: May 14, 2022

Job Description:

What you'll do... Responsible for managing a team of Client Relationship Professionals (CRPs) who assist clients through the entire virtual tax preparation experience from registration to acceptance of IRS returns. The Manager, Client Relationship Professionals, will set the strategic direction of the CRP team, identify process and system improvement opportunities, and partner with other functional leaders to achieve team customer service and financial objectives. The Manager, Client Relationship Professionals, will supervise, train, and coach a team of CRPs to develop individuals and a team committed to excellence in client service. Meet and exceed service level agreements and all client, department, and company expectations. Job Responsibilities Directly manage individual and team performance, including coaching, training, performance tracking, and developing standard operating procedures, to meet and exceed service level agreements and all client, department, and company expectations. Represent the CRP team as a vocal participant in leadership meetings and identify and help implement improvements to systems, processes, and procedures. Review individual and team metrics daily. Evaluate and report trends impacting the success of the group to optimize resourcing and identify opportunities for recognition and coaching. Assist with hiring and staffing needs. Lead new hire training, refresher training and cross-training as well as peak seasonality staffing strategy and following year planning. Serve as an escalation point for client and associate technical issues and filing questions. Handle general administration tasks such as scanning and filing of documents. Perform administrative activities ad hoc to support clients and associate needs. Effectively adhere to Department and Company guidelines and procedures, including The Code of Business Ethics and Conduct, company values, attendance, client standards, schedule adherence, performance expectations and corporate/department policies. It would be even better if you also had... One year of out-bound call center experience. One year of project coordinator/management experience. General Tax Knowledge as it relates to the filing process and tax documents. Experience using Salesforce or other CRM/customer support system What you'll bring to the team... Bachelor's degree or the equivalent through a combination of education and work experience. Three years of proven success in working in client service environment with supervisory experience. Minimum Requirements Supervisory or team manager experience to include demonstrated coaching skills and the ability to grow and develop associates. Effective oral, written, and interpersonal communication skills. Detail-oriented, analytical, and problem-solving skills with the ability to multi-task across a diverse work plan. Enjoys working in a fast-paced, collaborative environment. Ability to successfully utilize spreadsheets, databases, report generation programs, calling and associate tracking systems and various software programs such as Microsoft Office Suite products of Word, Power Point, Excel, and Outlook. Sponsored Job #indeedfb #hrbjob

Keywords: her block, Kansas City , Manager- Client Relationship Professional, Executive , Kansas City, Kansas