[Hiring] Supervisor, TaxAct Xpert @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 Supervisor, TaxAct Xpert - Seasonal 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 expert guidance and advice, review tax calculations, and clarify questions within the online software.

Essential Duties & Responsibilities

• Supervise, coach, and assist seasonal credentialed tax professionals.
• Provide weekly one-on-one progress tracking/coaching sessions with your team of agents so they are aware if they are achieving their individual goals and meeting organizational performance goals.
• 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.
• Monitor agent schedules for adherence.
• Perform ongoing monitoring for quality assurance and suggest adjustments to queues/staffing to ensure service levels are met.
• Reconcile payroll data to production data each payroll period. Investigate differences to ensure agents are paid accurately for their time assisting customers.
• Monitor agents in queue to ensure they are handling customer callbacks appropriately and not exhibiting call avoidance or other unacceptable behaviors.
• Work with management to ensure proper messaging around performance expectations is conveyed.
• Make suggestions to management on business process improvements based on call/chat monitoring results. Communicate trending issues to management.
• Facilitate process and new hire training to all tax experts ensuring they are set up for success.
• Assist tax experts when needing technical and operational support including product and tax-related questions.
• Perform quality assurance (QA) of tax experts and Lead interactions.
• Based on customer interactions, propose needed responses for the knowledge database and send them to the appropriate individual for creation.
• Interview candidates for seasonal expert roles, both credentialed and non-credentialed, using provided guidelines.
• Provide tax advice and friendly support to all external customers in compliance with established processes and metrics.
• Serve as a point of escalation for customer requests and concerns as needed.
• As needed support the TaxAct products through phone, email, chat and social media, providing a positive and delightful experience with all customer contacts.
• Troubleshoot and research customer issues and, when appropriate, clearly communicate them to the appropriate manager for quick resolution.
• Research complex tax-related program issues or questions as needed.
• Responsible for support operations and processes for the TaxAct Xpert Assist program.
• Inspire team and peers with positivity and leadership.
• Additional job duties as needed.

Qualifications

• Previous experience as a tax expert in a call center environment.
• Five (5) or more years of experience preparing federal individual income tax returns.
• Must have a valid PTIN and one of the following active credentials: Enrolled Agent (EA), Certified Public Accountant (CPA) or practicing tax attorney.
• 2 – 3 years of call center supervisory experience or equivalent experience.
• 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.

Benefits

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