Overview
This virtual, customer-facing role provides expert guidance on tax preparation and explains tax and technical terms to customers. You will help customers complete their taxes using business tax preparation products, including managing complex business tax returns for Partnerships and S Corporations.
The work includes using video communications software to interact with customers and deliver accurate, clear support based on federal and state tax rules.
Responsibilities
- Provide customer support in a virtual setting using video communications software.
- Assist business tax preparation customers who are working on their 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 using deep customer empathy and strong expertise in business tax preparation and books-to-tax accounting entries.
- Use government websites, professional resources, and team expertise to find and deliver the right answers in everyday language.
- Apply defined practices, procedures, and 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 required training and development determined by the business, including compliance trainings, proficiency-based upskilling, cross-training of other products or offerings, and professional development (training requirements may change based on business needs).
Requirements
- 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) required.
- Experience preparing Business Tax returns for service industry customers required.
- Bookkeeping experience with books-to-tax preparation strongly preferred.
- 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 and solid knowledge of computer operations and software.
- Strong customer service skills, including the ability to interact with customers through video and audio tools in a professional, friendly, and confident manner.
- 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.
- Must be able 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 company security criteria and a quiet location to work.
- Must reside in the United States.
Compensation & Benefits
- Expected base pay range (pay is based on job-related knowledge, skills, experience, and 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 and equity rewards, and benefits, in accordance with applicable plans and programs.
- Pay offered is based on job-related factors and work location; regular comparisons are conducted to support pay equity across categories of ethnicity and gender.
Location
United States (virtual role). Applicants must reside in the United States.