Xpert

Position Summary

As a remote, seasonal TaxAct Xpert, you will play an important role in delivering a delightful experience that seeks to unlock tax advantages for our customers by leveraging your tax expertise and exceptional communication and interpersonal skills. You will help TaxAct customers confidently file their taxes by providing expert guidance and advice, reviewing tax calculations, and clarifying questions within the online software.

Essential Duties And Responsibilities

• Help customers understand, in everyday language, how tax rules apply to their specific tax return filing situation, including the filing of both federal and state tax returns.
• Apply defined practices, procedures, and company policies to troubleshoot and resolve tax advice customer inquiries.
• Follow Circular 230, Internal Revenue Code, and Treasury Regulations, as well as any applicable state and local rules, regulations, and requirements governing the preparation of tax returns.
• Overall support of the TaxAct tax preparation related products through phone and written communication, as needed, providing a positive customer experience that instills customer confidence.
• Troubleshoot and resolve customer inquiries utilizing defined processes and procedures.
• Conduct tax research leveraging trustworthy sources to ensure the customer is receiving accurate information.
• Identify appropriate data entry points for various forms and tax documents.
• Use applications provided in conjunction with applicable equipment to interact with customers.
• Able to work in an area free of distractions.

Education And Experience

• A minimum of 3 years of experience preparing federal individual income tax returns as a service for other taxpayers.
• Must possess strong tax preparation experience and extensive knowledge of tax laws.
• 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.
• Must be proficient with technology; solid knowledge of computer operations software as well as have 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 in a way that is professional, 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.
• Able to work in a fast-paced environment with minimal supervision.
• Critical thinking, problem-solving, research skills, and determination.

Bilingual Communication Skills

Able to demonstrate proficiency in English and Spanish (written and spoken).