Tax Hotline Specialist

This is a fully remote position, open to applicants in Alabama, +20 more locations.

📋 Description

• Provide timely, expert, and compassionate guidance on straightforward tax matters, encompassing sales tax, bookkeeping, payroll, and tax strategies for S-Corporations and LLCs.

• Serve as a high-level point of escalation and consolidate client concerns.

• Collaborate effectively with Bookkeepers, Tax Preparers, Payroll Specialists, and other internal teams to address issues promptly.

• Utilize Salesforce and the 1-800Accountant proprietary platform to record interactions, manage client data, and resolve inquiries.

• Assist clients in navigating the 1-800Accountant website and portal.

• Collect outstanding documentation and necessary inputs from clients.

• Achieve and surpass KPIs, including CSAT scores, TSS metrics, quotas, and client retention goals.

• Conduct intra-day client sessions, Tax Hotline calls, and Tax Advisory appointments by phone during busy seasons or to cover absences.

• Identify and resolve client support challenges through internal escalation procedures.

• Respond to client inquiries, offer information, and escalate calls when appropriate.

• Address customer complaints and follow up to ensure resolution.

• Spot opportunities for enhancing internal tools, workflows, and overall client experience.

⛳️ Requirements

• At least 1+ years of experience in Tax Accountant or Tax Advisory Support roles.

• An Associate’s or Bachelor's degree is preferred.

• Familiarity with Small Business, Payroll, Sales Tax, and Bookkeeping.

• Demonstrated success in promptly documenting, evaluating, and resolving client issues.

• Understanding of SaaS products and front-line call-center client support.

• Proven experience in customer support or as a Client Service Representative.

• History of exceeding quotas.

• Strong skills in chat and phone communication, along with active listening abilities.

• Customer-focused mindset with the ability to adapt and respond to various customer types.

• Excellent communication and presentation abilities.

• Capability to multitask, prioritize, and manage time efficiently.

• Experience with Salesforce is an advantage.

• Background in an SMB environment is a plus.

• Familiarity with Tax Preparation using Lacerte software is a bonus.

• Knowledge of and capacity to review a tax return with clients.

• CPU: Quad-Core.

• Minimum 8GB RAM.

• Minimum internet speed of 25 Mbps download and 5 Mbps upload.

• Compatible with Windows or Mac operating systems; no Linux.

• Required equipment includes a second monitor, webcam, and headset.

• Must reside in one of the approved states: Alabama, Arizona, Colorado, Connecticut, Florida, Georgia, Iowa, Idaho, Indiana, Kansas, Maryland, Minnesota, Missouri, New Jersey, New York, North Carolina, Oregon, Pennsylvania, Tennessee, Texas, Utah, or Washington.

🏝️ Benefits

• Medical, Dental, Vision, FSA, and Dependent Care.

• 401K with employer matching.

• Fully remote work opportunity.

• Engage with cutting-edge technology.

• Join a vibrant community of like-minded individuals.

• Employer-provided opportunities for growth and advancement.