Taxpayer Service, Team Lead

Team Lead for the Taxpayer Service department will work closely with the department Supervisor to ensure the department’s performance, staffing needs, and continued growth and development for employees. The Team Lead will be responsible for providing quality and efficient customer service through daily management of a team; including motivating, recognizing, coaching, training, problem solving, development and analysis of agent stats/performance. Additional responsibilities include overseeing the communication and tips of our schedule mailings. They participate in change review/implementation of new processes and procedures; and support their team to ensure each agent knows the changes and can apply them to their daily tasks/calls.

Primary Responsibilities:

  • Lead a team of Taxpayer Service Representatives (TSR) by monitoring phone calls and daily work.
  • Audit TSRs on phone, processes, and in the system.
  • Coach TSRs on Audit results.
  • Take Supervisor’s calls and resolve TSR’s more complex issues.
  • Gather and maintain data regarding the department and representatives.
  • Develop training material and train new employees and temporary staff members.
  • Attend Team Lead meetings and provide updates regarding team.
  • Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient and knowledgeable manner.
  • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both taxpayers and clients.
  • Provides statistical and performance feedback and coaching on a regular basis to each team member.
  • Writes and administers performance improvement plans for skill improvement.
  • Is available for employees who experience struggles with a skill or call; coaching, direction and resolution.
  • Ensures agents have appropriate training and other resources to perform their jobs.
  • Responds and/or escalates to management employee relations issues expressed by team members.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Addresses disciplinary and/or performance problems according to expectations.
  • Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
  • Assists the supervisor/manager with daily operation of the call center to include the development, analyses, training, and reward/recognition.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Shares continual responsibility for deciding how to motivate team members, ensuring calls are handled efficiently and effectively.
  • Participate in feedback and establishment in work procedures and processes that support the company and departmental standards, procedures and strategic directives.
  • Uses appropriate judgment in upward communication regarding department or employee concerns.

Secondary Responsibilities

  • Phone calls and Kits based on department needs.
  • Work with other departments within Keystone to resolve outstanding issues.
  • Travel to satellite walk-in service offices.

Job Qualifications:

Education, Experience, and Certifications

  • High school graduate or have an equivalency certificate (GED).
  • Previous customer service telephone and in-person experience.
  • Previous experience leading others a plus.
  • Bank Teller experience is a plus.

Knowledge, Skills and Abilities

  • Advanced technical skills with MS Office, software applications, and databases.
  • Complex research abilities.
  • Problem-solving/Reasoning.
  • Experience using Accurint.
  • Demonstrated use of discretion, good judgment, adaptability, versatility.
  • Demonstrate positive attitude.
  • Excellent writing, editing, proofing, listening, and grammar skills.

Physical Requirements Necessary to Perform This Job:

Candidate must be able to have the ability to:

  • Lift 15 lbs.
  • Sit for at least 2 hours at a time without getting up.

Tools and Equipment Used:

Candidate must be able to operate:

  • Keystone software programs.

Who is Keystone?

Growing business, rapid growth – significant opportunities to play key role in driving not just software but also the business as a whole.

Market leader in PA Tax Collections

Vital role in keeping local communities and school districts running smoothly by ensuring money comes in regularly and fully (people pay).

Applying technology to achieve operational efficiency and rigorous quality/accuracy levels.

Located in Eastern suburbs of Greater Pittsburgh, Keystone offers low stress commute (just 1 mile from Turnpike off Route 30), ample free parking, and nearby shopping/food options for lunch or after work errands.

Family run company with 30 years of treating employees like family.

Our office hours are 8 AM – 4PM. We offer benefits to our fulltime employees including healthcare, dental, vision, paid time off, 401k with company match and more!

Keystone Collections Group is an Equal Opportunity Employer.

Apply by sending resume to: