Overview
This virtual, customer-facing role provides expert guidance, tax preparation support, and clear explanations of tax and technical terms to customers using business tax products. The position involves managing complex business tax returns for Partnerships and S Corporations while delivering a high-quality customer experience through video and audio communication.
Responsibilities
- Use video communications software to interact with customers in a virtual, customer-facing environment.
- Support customers working on their tax returns or who have delegated their tax returns with:
- Tax advice
- Full Service Business return preparation and signature
- Product/software inquiries
- Understanding tax calculations
- Filing tax extensions
- Create high-quality customer interactions and experiences using deep customer empathy, strong business tax preparation knowledge, and expertise in books-to-tax accounting entries.
- Research and resolve customer questions using government websites, professional resources, and internal team expertise, communicating answers in everyday language.
- Apply defined practices, procedures, and company policies to troubleshoot and resolve customer tax advice and tax return preparation.
- Document customer interactions.
- Work continuously toward meeting company key performance metrics and Big Bet Goals.
- Participate in pilot testing, projects, and experience validations as needed.
- Complete required training and development as determined by the business, including compliance trainings, proficiency-based up-skilling, cross-training of other products or offerings, and professional development (training requirements are subject to change).
Requirements / Qualifications
- 3 or more years of recent experience preparing federal and state business tax returns (1065 and/or 1120-S) for at least 20 clients/customers per season for compensation, using commercial tax preparation software.
- Active unrestricted credential: EA (Enrolled Agent), CPA (Certified Public Accountant), or Practicing Attorney.
- 2 or more years of recent experience preparing federal and state individual 1040 tax returns for clients/customers for compensation, using commercial tax preparation software.
- Bookkeeping experience with books-to-tax preparation is strongly preferred.
- Experience preparing Schedule C returns (sole proprietorships) is required.
- Experience preparing Business Tax returns for service industry customers is required.
- Must possess or be able to obtain any related state licenses, certificates, permits, or bonds.
- Must possess an active Preparer Tax Identification Number (PTIN).
- Working knowledge of Circular 230.
- Proficient with technology; solid knowledge of computer operations and software.
- Strong customer service skills with the ability to interact with customers through video and audio tools professionally, friendly, and confidently.
- Excellent verbal and written communication skills.
- Critical thinking, problem solving, research skills, and determination.
- Ability to work in a fast-paced environment with minimal supervision.
- Ability to commit to working during peak filing periods, including the March 15 and April 15 deadlines.
- Must have (or be willing to obtain) a dedicated hardwired internet connection that meets security criteria and a quiet location to work.
- Must reside in the United States.
Compensation & Benefits
- Expected base pay range for this position:
- Bay Area California: $41.51 - $53.04
- Southern California: $41.51 - $53.04
- Colorado: $39.53 - $50.51
- New York: $41.51 - $53.04
- Washington: $41.51 - $53.04
- This position may be eligible for a cash bonus, equity rewards, and benefits in accordance with applicable plans and programs.
- Pay offered is based on job-related knowledge, skills, experience, and work location.
- Regular comparisons are conducted across categories of ethnicity and gender to drive pay equity.
Location
Must reside in the United States. Pay ranges listed for: Bay Area California, Southern California, Colorado, New York, and Washington.