Overview
This role advances customer success by providing expert guidance, tax preparation, and clear explanations of tax and technical terms to customers. Work is virtual and customer-facing, with the opportunity to support and contribute to one of the organization’s newer product offerings.
Responsibilities
- Provide virtual, customer-facing support using video communications software to interact with customers.
- Assist business tax customers who are completing their tax returns or 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 empathy and extensive business tax preparation expertise.
- Use government websites, professional resources, and team expertise to find the right answers and communicate them in everyday language.
- Apply defined practices, procedures, and organization 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 all required training and development determined by the business, including (but not limited to) compliance trainings, proficiency-based up-skilling, cross-training of other products or offerings, and professional development (training requirements may change based on business needs).
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, including the ability to interact professionally and confidently through video and audio tools.
- Excellent verbal and written communication skills.
- Strong critical thinking, problem solving, research, and determination.
- Ability to work in a fast-paced environment with minimal supervision.
- Ability to work 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 organization security criteria and a quiet location to work.
- Must reside in the United States.
Compensation & Benefits
- Expected base pay range (pay for performance rewards approach):
- 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
- Eligibility for a cash bonus, equity rewards, and benefits in accordance with applicable plans and programs.
- Pay is based on job-related knowledge, skills, experience, and work location.
- Regular comparisons are conducted across categories of ethnicity and gender to help drive pay equity.
Location
- Must reside in the United States.
- Base pay ranges listed for Bay Area, California; Southern California; Colorado; New York; and Washington.