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SalaryAbout the Role:
As a Tax Support Specialist [TSS], you are the person who assists our clients with Tax Advisory subscriptions with concerns or questions at 1-800Accountant. Our goal is to ensure that when a client has questions, they are resolved with professionalism, accuracy, and efficiency every time. You will provide amazing client support over live chat, email, and inbound phone calls through peak and non-peak seasons of the year.
As a TSS, we want you to know if you are passionate about delivering a world-class experience and helping clients find success while overwhelming them with value. We aim to hire someone who delivers the best client experience for small business clients and helps them with sales tax, bookkeeping, payroll, and tax strategy questions. Our ideal candidate will assist clients with helping ensure every client gets answers to their questions and is driving client retention, lifetime value, and client satisfaction. From time to time, you will fulfill Tax Advisory appointments over the phone if support is needed.
You will be the perfect fit for this role if you are customer-centric, energetic, and empathetic. You deeply understand accounting and tax strategy principles and can utilize technology and intelligent business processes to execute a fantastic client experience.
What does the Job Entail?
Works cross-functionally to quickly resolve and mitigate client issues by working with other teams internally.
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.
Identity and resolve client support issues as our Tier 3 support person.
Assist clients in navigating our 1-800Accountant website.
Overseeing client needs, answering questions, providing information, and escalating calls if 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.
Assists with delivering intra-day client sessions if call-outs occurred within Tax Advisory.
Necessary skills:
Small Business, Payroll, Sales Tax, and Bookkeeping knowledge 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.
Take the extra mile to engage customers.
Experience with Tax Preparation 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 documenting, assessing, and resolving client issues promptly.
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 characters.
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.
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 to facilitate hyper-collaboration and inspiration-sharing.
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.
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
Compensation: $28-31/hr
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. All such discrimination is unlawful.
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