Xpert Lead

TAXWELL•Haverford, PA

9d•Remote

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.