Tax Customer Service Representative II (Experienced)
About the role
MCI is a leading provider of customer experience and business process outsourcing services. This role involves providing tax advice and support to clients.
Responsibilities
- Provide accurate, personalized tax advice and support to clients via phone, video, and chat platforms.
- Translate complex tax laws and technical terms into easy-to-understand language for clients.
- Utilize government websites, professional resources, and internal tools to research and deliver accurate answers.
- Apply company policies, procedures, and best practices to resolve tax-related inquiries efficiently.
- Maintain detailed and accurate documentation of all client interactions and case resolutions.
- Stay current on federal and state tax laws, regulations, and industry trends.
- Collaborate with team members and share knowledge to continuously improve service quality.
- Identify opportunities to educate clients on tax-saving strategies and available deductions or credits.
- Escalate complex or sensitive issues to appropriate internal departments when necessary.
- Uphold the highest standards of data privacy and client confidentiality.
Qualifications
- Must be 18 years of age or older.
- High school diploma or equivalent required.
- Active, unrestricted credential: EA (Enrolled Agent), CPA (Certified Public Accountant), or Tax Preparer credentials.
- Active PTIN (Preparer Tax Identification Number).
- Ability to obtain any required state licenses, certificates, permits, or bonds.
- Recent experience preparing federal and state individual 1040 tax returns.
- Strong proficiency with technology and computer systems.
- Reliable, hardwired internet connection (or willingness to obtain one).
- Excellent verbal and written communication skills.
- Strong customer service orientation with a professional, friendly, and reassuring demeanor.
- Ability to work independently in a fast-paced, dynamic environment.
- Strong critical thinking, research, and problem-solving skills.
Benefits
MCI offers a variety of benefits and incentives to support and reward our team members, including:
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Retirement Savings
- Disability Insurance
- Life Insurance
- Supplemental Insurance
- Career Growth
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
Compensation
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
Physical Requirements
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.
Diversity and Equality
MCI and its subsidiaries embrace diversity and believe it benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.