Xpert Lead

TAXWELLHaverford, PA
9dRemote

About The Position

The seasonal TaxAct Xpert Lead position is responsible for monitoring and assisting tax experts serving TaxAct Xpert Assist customers in a fast-paced remote customer service environment.

Requirements

  • A minimum of 3 years of experience preparing federal individual income tax returns for other taxpayers.
  • A minimum of one (1) season as a tax expert for TaxAct Xpert Help or providing live tax advice to customers through another commercial tax software provider.
  • Must have active unrestricted credentials: Enrolled Agent (EA), Certified Public Accountant (CPA).
  • Must have active PTIN (Preparer Tax Identification Number).
  • Must possess or be able to obtain any related State licenses, certificates, permits, or bonds.
  • Must be proficient with technology; solid knowledge of computer operations software as well as have experience with online tax software.
  • Extensive experience conducting tax research leveraging trustworthy sources.
  • 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.
  • Ability to work in a fast-paced environment with minimal supervision.
  • Must have (or be willing to obtain) a private, dedicated hardwired internet connection.
  • Critical thinking, problem-solving, research skills, and determination.

Responsibilities

  • Monitor and assist tax experts needing technical or operational support including product and tax related questions.
  • Overall support of the TaxAct products through phone, providing a positive customer experience that instills customer confidence.
  • 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.
  • Respond to TaxAct customer escalations.
  • Perform ongoing contact/call/queue monitoring for quality assurance.
  • Perform quality assurance (QA) of tax expert interactions with customers and complete evaluation forms.
  • Identify areas of opportunity for process or training improvements.
  • Support incident reporting by gathering details from tax expert individuals/teams for operations/development and communicating solutions to tax experts.
  • Provide feedback to supervisors regarding tax expert performance.
  • Research and propose recommended updates and additions to the knowledge base.
  • Inspire team and peers with positivity and leadership.
  • Additional job duties as needed.
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