Full Service Xpert Supervisor

Overview

The organization is seeking a Seasonal Supervisor, Full Service Xpert to assist management with leading daily operations in a fast-paced environment. This role supervises and coaches staff who provide full-service tax preparation for individual and small and medium-sized business clients, ensuring accurate preparation and e-filing of S Corporation (Form 1120-S) and Partnership (Form 1065) tax returns.

Responsibilities

• Supervise, coach, and assist seasonal credentialed tax professionals.
• Conduct weekly one-on-one progress tracking and coaching sessions to ensure agents meet individual and organizational performance goals.
• Follow Circular 230, Internal Revenue Code, and Treasury Regulations, as well as applicable state and local rules for preparing tax returns.
• Monitor agent schedules for adherence.
• Perform ongoing quality assurance (QA) and suggest adjustments to queues and/or staffing to meet service levels.
• Reconcile payroll data to production data each payroll period; investigate differences to ensure agents are paid accurately for their time assisting customers.
• Monitor agents in queue to ensure appropriate handling of customer callbacks and absence of call avoidance or other unacceptable behaviors.
• Work with management to ensure performance expectations are communicated properly.
• Recommend business process improvements based on call/chat monitoring results; communicate trending issues to management.
• Facilitate process and new-hire training for tax experts to support success.
• Assist tax experts with technical and operational support, including product and tax-related questions and questions related to client interviews, preparing, signing, and/or e-filing federal and state returns.
• Perform QA of tax experts and Lead interactions.
• Based on customer interactions, propose needed responses for the knowledge database and send updates to the appropriate individual for creation.
• Interview candidates for seasonal expert roles (credentialed and non-credentialed) using provided guidelines.
• Provide tax advice and friendly support to external customers in compliance with established processes and metrics.
• Serve as a point of escalation for customer requests and concerns as needed.
• Provide support for relevant products via phone, email, chat, and social media, ensuring a positive customer experience.
• Troubleshoot and research customer issues; communicate them clearly to the appropriate manager for quick resolution when appropriate.
• Research complex tax-related program issues or questions as needed.
• Support operations and processes for the Full Service Xpert program.
• Inspire team and peers with positivity and leadership.
• Perform additional job duties as needed.

Requirements

• Previous leadership experience within the tax preparation industry, preferably with experience as a tax expert in a call center environment.
• Five (5) or more years of tax preparation experience, including experience preparing both federal individual income tax returns and business returns (1065 and 1120-S).
• Must have a valid PTIN and one of the following active credentials: Enrolled Agent (EA), Certified Public Accountant (CPA), or practicing tax attorney.
• Must have experience with online tax software.
• Minimum of 2 years of Microsoft Suite experience including Teams and SharePoint.
• Proven experience conducting tax research using trustworthy sources.
• Excellent written and verbal communication skills.
• Strong attention to detail.
• Ability to multitask.
• Strong problem-solving skills.
• Excellent time management skills.
• Resilient, strong team player who helps maintain a positive work environment.
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

Preferred Qualifications

• Previous leadership experience within the tax preparation industry.
• Experience as a tax expert in a call center environment.

Compensation & Benefits

Not specified in the provided job description.

Location

Not specified in the provided job description.

Equal Opportunity

The organization welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. Equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Information gathered in the hiring process is confidential and shared on a need-to-know basis or as required by law.