[Hiring] Full Service Xpert Supervisor @Taxwell

Role Description

This role will primarily support TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset to reimagine the services our customers receive.

Position Summary:

The seasonal Supervisor, Full Service Xpert will be responsible for assisting management with leading the daily operations in a fast-paced environment. You will be responsible for training and mentoring our staff who provide full-service tax preparation for individual and small and medium-sized business clients ensuring accurate preparation and e-filing of S Corporation (Form 1120-S) and Partnership (Form 1065) tax returns.

Qualifications

• Previous leadership experience within the tax preparation industry, preferably with previous experience as a tax expert in a call center environment.
• Five (5) or more years of tax preparation experience including experience with preparing both federal individual income tax returns and business returns (1065 and 1120-S).
• Must have a valid PTIN and one of the following active credentials: Enrolled Agent (EA), Certified Public Accountant (CPA) or practicing tax attorney.
• Must have experience with online tax software.
• A minimum of 2 years of Microsoft Suite experience including Teams and SharePoint.
• Proven experience conducting tax research leveraging trustworthy sources.
• Excellent written and verbal communication skills.
• Attention to detail.
• Ability to multitask.
• Strong problem-solving skills.
• Excellent time management skills.
• Resilient, strong team player who helps maintain a positive work environment.
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

Requirements

• Supervise, coach, and assist seasonal credentialed tax professionals.
• Provide weekly one-on-one progress tracking/coaching sessions with your team of agents.
• Follow Circular 230, Internal Revenue Code, and Treasury Regulations.
• Monitor agent schedules for adherence.
• Perform ongoing monitoring for quality assurance.
• Reconcile payroll data to production data each payroll period.
• Monitor agents in queue to ensure appropriate handling of customer callbacks.
• Work with management to ensure proper messaging around performance expectations.
• Make suggestions to management on business process improvements.
• Facilitate process and new hire training to all tax experts.
• Assist tax experts with technical and operational support.
• Perform quality assurance (QA) of tax experts and Lead interactions.
• Propose needed responses for the knowledge database based on customer interactions.
• Interview candidates for seasonal expert roles.
• Provide tax advice and friendly support to all external customers.
• Serve as a point of escalation for customer requests and concerns.
• Support the TaxAct products through various communication channels.
• Troubleshoot and research customer issues.
• Research complex tax-related program issues or questions.
• Responsible for support operations and processes for the TaxAct Full Service Xpert program.
• Inspire team and peers with positivity and leadership.
• Additional job duties as needed.

Benefits

• Supportive, open, and inclusive atmosphere.
• Team that values your contributions.