Tax Hotline Specialist

• RAM = Minimum 8GB RAM
• Internet Requirements:
  Minimum 25 Mbps Download Minimum 5 Mbps Upload

As a Tax Advisory Support & Hotline Specialist, you are dedicated to resolving all inquiries with unparalleled professionalism, accuracy, and efficiency. By delivering dedicated support and showcasing our value, you will contribute directly to our clients' success as business owners.

This is a seasonal role designed to assist with our busy season through the end of April.

• On-Demand Advisory:
  Provide expert, timely, and empathetic advice on non-complex tax issues, including sales tax, bookkeeping, payroll, and tax strategy (S-Corps, LLCs, etc.).
• Escalated Client Support & Issue Resolution:
  Act as a high-level escalation point to synthesize issues and collaborate cross-functionally with Bookkeepers, Tax Preparers, and Payroll Specialists to drive efficient resolution.
• Operational Excellence:
  Leverage Salesforce and the 1-800
  
  Accountant proprietary platform to document interactions, manage client information, and resolve concerns promptly.
• Client Advocacy:
  Assist clients in navigating our website and gathering outstanding documentation, while proactively finding opportunities to improve our internal tools and processes.
• Metric Achievement:
  Meet and exceed established KPIs, including Customer Satisfaction (CSAT) scores and client retention targets.
• Fulfillment & Coverage:
  Deliver intra-day client sessions, fulfill à la carte Tax Hotline calls, and fulfill Tax Advisory appointments over the phone during peak seasons or to cover call-outs within the advisory team.

The ideal candidate is customer-centric, energetic, and deeply empathetic. You possess a strong understanding of accounting and tax strategy principles and are adept at leveraging technology and intelligent business processes to deliver a consistently excellent client experience.

• Have knowledge of and be able to review a tax return with a client
• Works cross-functionally to quickly resolve and mitigate client issues by collaborating with internal teams.
• Will leverage Salesforce and the 1-800
  
  Accountant platform to resolve client questions and concerns promptly.
• Fully understand the 1-800
  
  Accountant platform, its functionality, and best practices.
• Identify and resolve client support issues as part of internal escalation processes.
• Assist clients in navigating their 1-800
  
  Accountant portal.
• Oversee client needs by answering questions, providing information, and escalating calls when necessary.
• Help gather outstanding documentation and inputs from clients.
• Meet and exceed established TSS metrics and KPIs, including CSAT.
• Handle escalated issues; dig in to understand and synthesize the challenge and communicate with internal teams to support an efficient resolution.
• Offer solutions to pain points related to usage and find opportunities for the company to improve our processes and tools.
• Assist with delivering intra-day client sessions if call-outs occur within Tax Advisory.

• Knowledge of Small Business, Payroll, Sales Tax, and Bookkeeping is essential.
• Able to be flexible and adaptable when responding to evolving business priorities and dealing with ambiguity.
• Willing and able to address escalated client issues with speed and urgency.
• Manage large amounts of incoming chats and phone calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time…