What are the responsibilities and job description for the Customer Care Tax Specialist position at Taxwell?

TaxAct helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

Job Description

Essential Duties and Responsibilities

Major responsibilities of the Tax Specialist Agent position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsible for support operations for the TaxAct Professional and Consumer product lines and related processes.
Provide professional and friendly support to all external and internal customers.
Help other agents by answering questions through chat and / or taking over communication with the customer when appropriate.
Troubleshoot and research customer issues and, when appropriate, clearly communicate them to the appropriate manager or department for a quick resolution.
Research complex tax-related program issues or questions.
Provide timely phone, email, chat, and social media support requests to TaxAct customers.
Make suggestions to management on business process improvements based on customer contacts.
Communicate trending issues to management.
Based on customer interactions, propose needed responses for the knowledge database.
Routinely promote teamwork and foster collaboration.
Convey a professional and positive image internally and externally.
Other job duties as defined.

Education and Experience

Bachelor's degree in accounting or computer-related field or equivalent education, training, or work experience preferred.

2 - 3 years of call center experience or equivalent experience preferred.

2 plus years of experience with Internet browsers & Microsoft Window's operating systems preferred.

B to B experience preferred.

Excellent written and verbal communication skills.

Attention to detail.

Ability to multitask.

Strong problem-solving skills.

Excellent Time management skills.

Physical Demand & Work Effort

Keying / typing, standing, walking.

Sitting for an extended period.

Constant mental and / or visual attention; the work is either repetitive or diversified requiring constant alertness in an office environment.

The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during the normal performance of the job.

Compliance with company attendance standards.

At TaxAct, we believe our work benefits from the diverse perspectives of our employees. As such, TaxAct welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At TaxAct, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

TaxAct is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under federal or state law. TaxAct considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at HR@TaxAct.com or by calling 972-870-6430 to speak with a member of the HR Talent Acquisition team. Learn More

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