Customer Care Tax Specialist

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.