Job Summary

Essential Skills:
-The ideal candidate will have a background in business, finance, customer service, accounting, or tax.
-Experience preparing your own and or others Federal and State tax returns
-Basic knowledge of tax laws and tax concepts.
-Prior experience with an accounting firm or tax preparation firm a plus
-Associate or Bachelor's Degree in Business, Tax, Accounting, Finance or another related field is a plus.
-At least 3+ year of experience in a tax focused role.
-Bilingual (English/Spanish) communication skills (written & spoken) a plus.
-Comfortable with providing general technical advice on product downloading, windows or ---Mac online product navigation, account resets and product installations out of the box.
-Virtual customer service experience is a plus.
-Comfortable with change.
-Deliver exceptional quality service by utilizing all available channels and tools to maintain and grow the customer's account in order to meet sales expectations.
-Critical thinking, problem solving is a must.
-Build productive trust relationships with customers.
-Track record of over-achieving service performance metrics.
-Understand & know the benefits of using the CAUSE Customer Model on each call.
-Interact with customers utilizing strong written and verbal skills as well as deep customer empathy.
-Build productive trusting relationships with our customers.
-Strong time management and multi-tasking skills.
-Possess strong decision making ability and pay close attention to detail.
-Deliver exceptional quality service by utilizing all available channels and tools to maintain the customer's account.
-Be comfortable and capable of working through challenges on the phone with customers regarding their accounts and company product features in order to achieve the desired result.
-Assist customers who are working on their tax return with both product/software inquiries, as well as with tax software navigation questions and calculations.
-Apply defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquires.

Requirements for this role:
-Must have strong, independent, problem solving skills should be able to troubleshoot technical issues.
-Superior quality customer interactions and listening skills experiences.
-Defined practices, procedures and company policies to troubleshoot, resolve issues and address routine Tax Support customer questions.
-Demonstrating empathy for their customer, empowering and partnering with the customer, personalizing the experience, and providing them the confidence that they can do their own taxes.
-Exhibits a high level of acumen in the relevant computers, operating systems and software environment.
-Document customer interactions and properly escalate issues that do not have a known resolution.
-Proficiency with Microsoft products, SharePoint, Chat, Skype (Office 365,a plus)
-Additional Technical, Remote, and other Requirements see the application link.
SH: 8/21