Tax Specialist Supervisor - Lodging Tax

Company Overview

The HdL Companies help cities, counties and special districts maximize revenues through research and discovery efforts, financial and economic analysis, and provision of software that supports local government operations in a variety of important ways. We are regarded as a leader, occupying a specific niche in the financial services sector, and serving over 600 local governments nationwide. Leveraging our talented team of professionals, along with leading edge software and database systems, HdL discovery efforts have recovered over $3 billion for our local government partners.

Core Values

HdL team members individually and collectively aspire to the following core values:

Deliver Excellence In Everything – We anticipate needs and believe that delivering extraordinary service, inside and outside our organization, is key to our success. We passionately pursue excellence in everything we do.

Do The Right Thing – We always act in the best interests of our company and our clients. We are respectful, have high integrity, and are accountable for our actions.

Foster Relationships – We build lasting relationships based on trust with our teams and our clients. We value collaboration toward our common goals and inspire each other to improve and progress.

Give Generously – We give generously of our time and resources with our teammates, clients, and communities. We impart information for best practices, encourage professional development, and support charitable community organizations.

Enjoy The Journey – We enjoy our journey and enthusiastically celebrate our successes. We have fun and find fulfillment working with our colleagues and clients.

Be Authentic, Grateful, and Humble – We are thankful for the success we have achieved individually and as a company and never take it for granted.

Job Description

The Tax Specialist Supervisor will identify agent needs; work to clarify information as presented, and research solutions to enable the support of both agents and clients. This team leadership role is dedicated to ensuring that team members consistently execute assigned tasks in accordance with standard operating procedures and manage escalations to the satisfaction of customers and clients. This role also acts as a liaison between management and front-line agents and works closely with internal business partners and stakeholders to find solutions that will support departmental growth.

Job Responsibilities

• Support the successful execution of daily operations across team assignments, ensuring work is completed accurately, timely, and in alignment with established expectations.
• Serve as a point of contact for complex or escalated issues, working toward resolution while maintaining a strong customer and client focus.
• Provide guidance and informal leadership to team members, reinforce standards, build processes, and manage other team related issues.
• Monitor quality and consistency of work within an assigned scope, identifying trends and opportunities for improvement.
• Contribute to the expansion of process improvements, including documenting process workflows, refining procedures, and supporting the team’s ability to implement changes.
• Partner with leadership to support performance initiatives, front-line staff training efforts, and other operational priorities.
• Flex across functional areas within various working groups and projects based on business needs.
• Support and provide training to each team member that will enable them to contribute to special projects, initiatives, and evolving responsibilities as assigned.

Skills and Qualifications

• Display a broad range of leadership traits consistent with HdL’s Core Values (e.g. professional management, integrity, empathy, friendliness, self-awareness, service, and humility).
• Able to solve problems with varying degrees of complexity via resourcefulness and sound judgement.
• Adapt to changing priorities, priorities, and management decisions.
• Excellent attention to detail with a high degree of accuracy, consistency, and reliability.
• Proven verbal and written communication with exceptional interpersonal skills.
• Excellent analytical skills and time management.
• Able to maintain focus and maintain productivity within a call center environment.
• Able to work independently and as part of the team to ensure the successful completion of tasks.

Education and Experience

• Bachelor's degree in business administration, communications, or a related field is preferred, but not required.
• 3+ years of experience working in a client service/customer service environment.
• Prior experience as a leader, mentor, or coach.

Compensation

The starting base salary for this Fresno position is expected to be between $23.00 to $25.00 per hour. Actual pay rate will be determined based on skills, experience (to the extent relevant) and other job-related factors, consistent with applicable law.

Benefits

• Competitive Base Pay
• Opportunity to participate in 401k
• Medical, Dental, Vision, Life/AD&D, LTD and Employee Assistance Program
• Paid time off for Vacation, Sick and Holidays
• Employee Stock Ownership Plan (learn more about the HdL ESOP at: https://www.hdlcompanies.com/about/careers)

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