Tax Hotline Specialist

Title: Tax Hotline Specialist

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

Department: Customer Success

Job 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.

Who You Are:

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.

 

What does the Job Entail?

• 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 1-800Accountant platform to resolve client questions and concerns promptly.

• Fully understand the 1-800Accountant platform, its functionality, and best practices.

• Identify and resolve client support issues as part of internal escalation processes.

• Assist clients in navigating their 1-800Accountant 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.

Necessary skills

• 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.

Equipment Specifications:

We require our remote employees to provide their own equipment and work in a designated home office where you will not be at risk of being overheard. As we are a financial institution, you will be discussing and collecting sensitive information.

• 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

 

Compensation: Starting at $22/hour

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

 

Who We Are:

At 1-800Accountant, we believe in using business as a force for good. We are defining a new accounting services model to help business owners navigate the new economy. We combine technology with a dedicated accountant to serve the needs of start-ups, entrepreneurs, and small businesses by providing extraordinary service at an affordable price. Our team helps business owners focus on their passion for their business while helping with their finances, creating a collaborative effort to help their business thrive.

 

Why Join Us?

• We’ve worked diligently to create an energetic, high-achieving, and zero-ego team culture that is truly unlike anywhere else — you can feel the positive energy from your first interview.

• Good ideas can come from anywhere, and we’ve created a work environment that facilitates hyper-collaboration and the sharing of inspiration.

• We value employee engagement and teamwork as a critical component of our business.

• Our goal is to nurture internal talent and create opportunities for growth and promotion, and we firmly believe that when one team member succeeds, we all succeed.

Diversity

1-800Accountant is an equal opportunity employer and makes employment decisions based on merit. 1-800Accountant’s policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.