Overview
This role supports customers by providing expert guidance, tax preparation, and clear explanations of tax and technical terms using the organization’s business tax preparation products. You will also help shape customer experiences through participation in pilot testing and experience validations.
Responsibilities
- Work as a virtual, customer-facing professional using video communications software to interact with customers.
- Assist business customers who are working on 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 that build confidence through customer empathy and deep expertise in business tax preparation and books-to-tax accounting entries.
- Use government websites, professional resources, and internal team expertise to find and deliver accurate answers in everyday language.
- Apply defined practices, procedures, and organization policies to troubleshoot and resolve customer tax advice and tax return preparation.
- Document customer interactions.
- Continuously work toward meeting key performance metrics and organizational goals.
- Participate in pilot testing, projects, and experience validations as needed.
- Complete required training and development 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.
- 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 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 the organization’s security criteria and a quiet location to work.
- Must reside in the United States.
Compensation & Benefits
- Expected base pay range (performance-based 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 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.
- The organization conducts regular comparisons across categories of ethnicity and gender to drive ongoing pay equity.
Location
- Must reside in the United States.
- Base pay ranges vary by location, including Bay Area California, Southern California, Colorado, New York, and Washington.