Job Description:

• Help customers complete their taxes using a tax preparation platform, providing tax advice, full-service return preparation, and tax calculations
• Utilize government websites, professional resources, and team expertise to seek out and deliver the right answer to the customer using everyday language
• Serve in a virtual, customer-facing capacity using state-of-the-art video communication software to interact with customers, and document interactions to maintain accurate records
• Manage product and software inquiries from customers, leveraging your tax expertise to deliver accurate, confident answers
• Prepare and review federal and state individual 1040 tax returns with a high degree of accuracy and compliance with IRS regulations and IRS Circular 230 standards
• Guide customers through deductions, credits, and filing requirements with patience, professionalism, and clarity
• Identify and resolve tax-related inquiries and discrepancies; escalate complex issues to senior specialists or supervisors as appropriate
• Meet productivity, quality, and handle-time targets in alignment with seasonal service level agreements (SLAs)
• Remain active on phones and/or video tools for the full duration of each scheduled shift
• Adapt quickly to client-specific tax software, workflows, and scripts during onboarding and throughout the season

Requirements:

• Minimum of 2 years of paid experience filing 30 or more federal and state individual 1040 tax returns using commercial tax preparation software
• Active, unrestricted credential required: Enrolled Agent (EA), Certified Public Accountant (CPA), or Practicing Attorney with strong tax preparation experience and extensive knowledge of tax laws
• Passionate about helping clients navigate the complexities of taxation; committed to enhancing our brand by delighting our customers and empowering them to prepare their taxes
• Excellent customer service skills with genuine enthusiasm for interacting with customers through video and audio tools in a professional, friendly, and confident manner
• Proficiency with commercial tax preparation software
• Strong verbal communication skills — able to explain complex tax concepts in plain, everyday language
• High attention to detail and a consistent commitment to data accuracy
• Must be authorized to work in the United States

Benefits:

• Equipment: Company-provided; specific hardware confirmed at time of offer
• Internet: Minimum 25 Mbps download / 5 Mbps upload; wired Ethernet connection strongly preferred
• A quiet, dedicated, distraction-free workspace is required during all working hours
• Public or shared Wi-Fi networks are not permitted during active shifts