Overview
This role provides expert guidance, tax preparation, and clear explanations of tax and technical terms to customers. You will help customers complete their taxes using business tax preparation and tax software products, with a focus on managing complex business tax returns.
Responsibilities
- Provide customer support in a virtual, customer-facing role using video communications software.
- Assist customers working on their tax returns or who have delegated tax return preparation, including:
- Tax advice
- Full Service Business return preparation and signature
- Product/software inquiries
- Understanding tax calculations
- Filing tax extensions
- Deliver high-quality customer interactions using deep customer empathy and subject-matter expertise in business tax preparation and bookkeeping-to-tax accounting entries.
- Use government websites, professional resources, and team expertise to find and deliver accurate answers using everyday language.
- Apply defined practices, procedures, and organization policies to troubleshoot and resolve customer tax advice and tax return preparation issues.
- Document customer interactions.
- Work toward key performance metrics and company goals.
- Participate in pilot testing, projects, and experience validations as needed.
- Complete all 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 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.
- Schedule C experience (sole proprietorships) is required.
- Business tax return experience for service industry customers is required.
- Bookkeeping experience with books to tax preparation is strongly preferred.
- Working knowledge of Circular 230.
- Must possess or be able to obtain any related state licenses, certificates, permits, or bonds.
- Must possess an active Preparer Tax Identification Number (PTIN).
- Proficient with technology, including solid knowledge of computer operations and software.
- Strong customer service skills, including 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 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 the organization’s security criteria and a quiet location to work.
- Must reside in the United States.
Compensation & Benefits
- Expected base pay range (by work location):
- 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
- Eligible 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 drive ongoing pay equity.
Location
United States (virtual role). Work location determines the base pay range.