Tax Customer Service Representative II (Experienced)

About the role

MCI is a rapidly growing tech-enabled business services company offering CX, BPO, and XaaS solutions. The role involves providing tax advice and support to clients via phone, video, and chat platforms.

Responsibilities

• Provide accurate, personalized tax advice and support to clients.
• Translate complex tax laws and technical terms into easy-to-understand language.
• Research and deliver accurate answers using government websites, professional resources, and internal tools.
• Apply company policies, procedures, and best practices to resolve tax-related inquiries.
• 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 to continuously improve service quality.
• Identify and educate clients on tax-saving strategies and available deductions or credits.
• Escalate complex or sensitive issues to appropriate internal departments.
• 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).
• 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 including health benefits, retirement savings, disability insurance, life insurance, and paid training. Compensation details are competitive and based on experience.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position.
• Willingness to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Job offers are contingent on background/security investigation results.
• Willingness to submit to drug screening.
• Job offers are contingent on drug screening results.

Physical Requirements

This job operates in a professional office environment. The employee will sit/stand for long periods while using a computer and telephone headset. Regularly required to operate a computer and other office equipment, including a phone, copier, and printer. May occasionally 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), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

Diversity and Equality

MCI maintains a work environment free from discrimination and adheres to principles of diversity and equal opportunity. MCI does not discriminate based on age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.