Performance Support Specialist I in Sarasota, FL at Jackson Hewitt

Date Posted: 8/1/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    501 North Cattlemen Road
    Sarasota, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/1/2018

Job Description

At Jackson Hewitt, we are working hard for the hardest working and we are on a mission to completely change the way our customers engage with their personal finances. Jackson Hewitt combines the fun, fast-paced culture of a startup with the scale and reputation of one of the nation’s largest retailers (over 6,000 locations).

At Jackson Hewitt we have a passion for our employees and our customers. We recognize and appreciate that our team members are our single greatest competitive advantage. Being an industry leader requires a consistent focus on quality, innovation, performance and results.

IF YOU WANT TO BE PART OF A TEAM THAT IS CHANGING THE INDUSTRY, WITH A FOCUS ON DELIVERING EXEMPLARY CUSTOMER SERVICE THEN JOIN JACKSON HEWITT!!

Performance Support Specialist I – Regular / Full Time


TEAM


The Performance Support team is dedicated to providing first-class support to the Jackson Hewitt Contact Center – ensuring our front line teams have everything they need to be a center of excellence for our Clients and Offices. Our group is responsible for providing key insights aimed to ensure our goals are being met, and to identify areas of opportunity for improvement. Our group is also responsible for the scheduling and system needs of the Contact Center.


JOB RESPONSIBILITIES


As a Performance Support Specialist, you will:


  • Support front-line contact center agents and leadership through:

    • Real time contact center activity monitoring

    • User administration and configuration

    • System configuration

    • Key Performance Indicator reporting & analysis

    • Tier 1 technical support

  • Participate in contact center scheduling activities, including:

    • Forecast analysis

    • Schedule builds / updates

    • Coverage analysis

  • Be responsible for fielding contact center requests in a timely, friendly and accurate manner

  • Participate on special projects as needed for process improvement and/or implementation

  • Assist during the seasonal agent onboarding process

  • Assist in research and testing of new processes and/or tools used by the contact center or Performance Support team

  • Other duties as assigned


REQUIREMENTS


This position is entry level – the majority of training will be provided on the job. Strong candidates will have the following:


  • Friendly and positive attitude

  • Ability to learn new concepts and systems quickly and apply practical application accurately

  • Self-driven with a history of active learning and problem solving skills

  • Some college / undergraduate degree a plus

  • Some contact center experience a plus

  • Experience with Excel a plus

  • Excellent organizational, written, and communication skills

  • Proficient and comfortable with computers and new software

  • Tech savvy with the ability to troubleshoot basic issues


COMPENSATION / BENEFITS


  • $TBD/hr

  • Contact Center / Client Experience best practice training, including:

    • WFM systems

    • Analysis & process mapping / improvement

  • Annual Performance Bonus

  • Medical

  • Dental

  • Vision

  • 401k with company match

  • Life and Supplemental Insurance

  • Paid Time Off (Vacation, Sick, Holiday, Optional)

  • Potential to grow within the company


We appreciate your interest in Jackson Hewitt Tax Service. Jackson Hewitt Tax Service is an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, age (40 and over), disability, or any other basis protected by applicable federal, state, or local laws. Jackson Hewitt Tax Service also prohibits harassment of applicants or employees based on any of these protected categories. It is also Jackson Hewitt Tax Service’s policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.