SMB Xpert

Position Summary

TaxAct is a leading digital tax filing platform offering customers do-it-yourself digital and downloadable products. This role supports TaxAct in helping everyday Americans file their taxes. The ideal candidate will have expertise in tax and technology, strong communication skills, and a customer-centric approach.

Essential Duties And Responsibilities

• Help customers understand tax rules in everyday language, especially for Form 1065 and Form 1120-S filings.
• Apply defined practices and company policies to troubleshoot and resolve tax-related customer inquiries.
• Follow relevant tax laws and regulations, including Circular 230, Internal Revenue Code, and state/local rules.
• Support TaxAct's tax preparation products through phone and written communication, ensuring a positive customer experience.
• Use discretion and professional judgment to identify and escalate issues beyond the scope of expertise.
• Troubleshoot and resolve customer inquiries using defined processes and procedures.
• Conduct tax research using trustworthy sources to provide accurate information.
• Identify appropriate data entry points for various forms and tax documents.
• Interact with customers using applications and equipment provided by TaxAct.
• Work in a distraction-free environment, sometimes acting as a subject matter expert.
• Provide knowledge and expertise in specific areas to answer agent/customer questions.
• May be cross-trained on other product lines to support other queues, as needed.

Education And Experience

• A minimum of 3 years of experience preparing federal and state business tax returns (1065 and/or 1120-S) for a minimum of 20 entities per year, with 30 or more per year preferred.
• Experience preparing business returns of service industry tax entities is preferred.
• Experience with transitioning accounting records and reports to tax returns.
• An active unrestricted credential: Enrolled Agent (EA), or Certified Public Accountant (CPA) required.
• Active PTIN (Preparer Tax Identification Number) required.
• Experience providing support in a call center environment a plus.
• Proficient with technology; solid knowledge of computer operations software and experience with online tax software.
• Proven experience conducting tax research leveraging trustworthy sources.
• Able to demonstrate consistent and well-rounded expertise in the preparation of individual income tax returns.
• Strong customer service skills – ability to interact with customers through video and audio tools professionally, friendly, and reassuring.
• Exceptional verbal and written communication skills.
• Audit experience a plus (IRS and state tax authorities).
• Prior experience preparing returns using TaxAct a plus.
• Ability to work in a fast-paced environment with minimal supervision.
• Critical thinking, problem-solving, research skills, and determination.
• Bilingual (English/Spanish) communication skills (written & spoken) a plus.
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

Company Values

Taxwell values performance, perseverance, progress, and partnership. We are committed to equal opportunity employment and creating a supportive, open, and inclusive atmosphere.