[Hiring] Tax Advisory Support and Hotline Specialist @1-800Accountant

Role Description

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. This is a fully remote role for candidates located in the following states:

• AL
• AZ
• CO
• CT
• FL
• GA
• IA
• ID
• IN
• KS
• MD
• MN
• MO
• NJ
• NY
• NC
• OR
• PA
• TN
• TX
• UT
• WA

We cannot hire you if you do not live in one of the approved states.

Key Responsibilities and Focus Areas:

• 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 1-800Accountant 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.

Qualifications

• 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 limits, and follow up to ensure the resolution.
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers.
• Experience with Tax Preparation in Lacerte software is a bonus.

Requirements

• Minimum of 1+ years’ experience in Tax Accountant or Tax Advisory Support roles.
• An Associate’s or Bachelor's degree is preferred.
• Proven success in promptly documenting, assessing, and resolving client issues.
• Understanding of SaaS products and front-line, call-center client support.
• Proven customer support experience or experience as a Client Service Representative.
• Track record of over-achieving quota.
• Strong chat and phone contact handling skills and active listening.
• Customer orientation and ability to adapt/respond to different types of customers.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Salesforce experience is a plus.
• Experience in an SMB environment is a plus.

Benefits

• Medical, Dental, Vision, FSA, Dependent Care.
• 401K with employer match.
• Work with the country’s largest virtual accounting firm.
• Work with cutting-edge technology.
• Join an engaging community of like-minded individuals.

Equipment Specifications

• CPU = Quad-Core.
• RAM = Minimum 8GB RAM.
• Internet Requirements: Minimum 25 Mbps Download, Minimum 5 Mbps Upload.
• Operating System: Windows or Mac (No Linux).
• Additional Requirements: second monitor, webcam, headset.