Credentialed Tax Expert

Vaco Recruiter Services; Mountain View (CA); On-site; USD 60,000 - 86,000; Full time

Job summary

Vaco Recruiter Services is seeking a Tax Expert to help customers prepare and file taxes via phone, video, and chat. You will review returns for accuracy, explain tax concepts, and serve as a TurboTax product expert, while maintaining confidentiality and complying with regulations.

The role emphasizes strong customer service, ability to work in a fast-paced environment, and comfortable navigation of multiple platforms during peak season (April).

Qualifications

• Strong customer service and communication skills.
• Able to work in a fast-paced, high-volume environment.
• Proficient with multiple technology platforms simultaneously.

Responsibilities

• Provide Customer Tax Support: guidance through phone, video and chat on forms, deductions, credits and filing requirements.
• Maintain Quality and Productivity: meet tNPS, SQS, productivity and satisfaction goals.
• Review Tax Returns: ensure accuracy and identify potential errors or tax-saving opportunities.
• Deliver Product Expertise: guide customers through TurboTax features and resolve issues.
• Educate and Support Customers: explain concepts and outcomes clearly and empathetically.
• Document Customer Interactions: accurately record interactions and resolutions in required systems.
• Ensure Compliance and Professional Readiness: protect confidentiality and complete required trainings.
• Support Peak Season Operations: maintain schedule adherence and flexibility during peak tax season.

Skills

Customer service

Communication skills

Comfortable using multiple platforms

Ability to work in fast-paced env

Education

EA/CPA/Attorney credential

Tools

TurboTax

Job description

Position Summary

The Tax Expert is responsible for assisting customers with tax preparation, tax filing, and tax-related questions through phone, video, and messaging channels. This role serves as a trusted advisor, helping customers confidently complete their tax returns while delivering exceptional customer experiences. Tax Experts leverage tax knowledge, product expertise, and problem-solving skills to ensure accurate tax outcomes and customer satisfaction.

Key Responsibilities

• Provide Customer Tax Support: Assist customers with tax preparation and filing by delivering accurate guidance through phone, video, and chat while explaining tax forms, deductions, credits, and filing requirements.
• Maintain Quality and Productivity: Meet established quality benchmarks for tNPS and SQS scores, productivity, utilization, and customer satisfaction goals.
• Review Tax Returns: Review customer tax returns for accuracy, identify potential errors or tax-saving opportunities, and ensure compliance with applicable federal and state tax regulations.
• Deliver Product Expertise: Serve as a subject matter expert on TurboTax products by guiding customers through product features, resolving technical issues, and supporting the tax filing process.
• Educate and Support Customers: Explain tax concepts, filing outcomes, and recommendations in a clear, easy-to-understand manner while providing professional, empathetic service that builds customer confidence and trust.
• Document Customer Interactions: Accurately document customer interactions, resolutions, and case details while maintaining complete and up-to-date records within required systems.
• Ensure Compliance and Professional Readiness: Protect customer confidentiality by adhering to all security, privacy, regulatory, and company policies, while completing all required tax law, compliance, product, and proctored training.
• Support Peak Season Operations: Maintain schedule adherence, attendance expectations, and operational flexibility to meet business needs during peak tax season.

Qualifications

Required

• Minimum 2+ years of paid Tax Preparation experience
• Active PTIN
• Minimum 30+ federal and state individual 1040 tax returns prepared
• Must possess an active, unrestricted credential: EA, CPA, or Practicing Attorney with strong tax preparation experience and extensive knowledge of tax laws
• Knowledge of federal individual income tax returns.
• Strong customer service and communication skills.
• Ability to work in a fast-paced, high-volume environment.
• Comfortable using multiple technology platforms simultaneously.
• Must be available to work during peak (April 10-15)

Preferred

• Experience preparing complex individual tax returns.
• Previous experience in a contact center or virtual support environment.
• Experience using TurboTax or similar tax preparation software.

By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.