Tax Advisory Support and Hotline Specialist

1800accountant; United States; Remote; USD 30,000 - 41,000; Full time

Job summary

1-800Accountant in the United States is seeking a Tax Advisory Support & Hotline Specialist for the busy season through April. This fully remote role is open to candidates in AL, AZ, CO, CT, FL, GA, IA, ID, IN, KS, MD, MN, MO, NJ, NY, NC, OR, PA, TN, TX, UT, WA.

You will provide expert, timely advice on non-complex tax issues, escalate when needed, and use Salesforce and our platform to document interactions and resolve client questions.

Qualifications

• Minimum 1+ year in Tax Accountant or Tax Advisory Support.
• Experience with tax prep in Lacerte is a bonus.
• Ability to document, assess, and resolve client issues promptly.
• Strong chat and phone handling and active listening.
• Understanding of SaaS products and front-line client support.

Responsibilities

• Provide expert tax advisory support and sell solutions via chat and phone.
• Escalate issues to internal teams for efficient resolution.
• Document interactions in Salesforce and our platform.
• Assist clients in navigating the 1-800Accountant portal.
• Meet KPIs including CSAT and client retention.
• Deliver intra-day client sessions during peak season.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Salesforce

Education

Associate's or Bachelor's degree

Tools

Salesforce

Job description

We are small business experts on a mission, and we could use your help.

If you're ready to take the next big step in your career by helping thousands of small businesses grow, you've come to the right place

Work With Us:
Human Impact,
Powered by Innovation

At 1-800Accountant, we're not just doing accounting—we're empowering the entrepreneurs and small businesses that drive our economy. Our mission is to be the number one financial services provider for small business owners by giving them the tools and expertise they need to succeed.

We're a high-growth "scale-up," combining the energy of a startup with the stability of a mature business. This means our team is fast-paced, adaptable, and always evolving. Whether you work remotely, in-office, or in a hybrid setup, you'll be part of a collaborative team that delivers meaningful, client-focused support every day.

Tax Advisory Support and Hotline Specialist

As a Tax Advisory Support & Hotline Specialist, you are dedicated to resolving all inquiries with unparalleled professionalism, accuracy, and efficiency. By delivering dedicated support and showcasing our value, you will contribute directly to our clients' success as business owners.

This is a seasonal role designed to assist with our busy season through the end of April.

This is a fully remote role for candidates located in the following states: AL, AZ, CO, CT, FL, GA, IA, ID, IN, KS, MD, MN, MO, NJ, NY, NC, OR, PA, TN, TX, UT, WA. We cannot hire you if you do not live in one of the approved states.

Key Responsibilities and Focus Areas:

On-Demand Advisory: Provide expert, timely, and empathetic advice on non-complex tax issues, including sales tax, bookkeeping, payroll, and tax strategy (S-Corps, LLCs, etc.).

Escalated Client Support & Issue Resolution: Act as a high-level escalation point to synthesize issues and collaborate cross-functionally with Bookkeepers, Tax Preparers, and Payroll Specialists to drive efficient resolution.

Operational Excellence: Leverage Salesforce and the 1-800Accountant proprietary platform to document interactions, manage client information, and resolve concerns promptly.

Client Advocacy: Assist clients in navigating our website and gathering outstanding documentation, while proactively finding opportunities to improve our internal tools and processes.

Metric Achievement: Meet and exceed established KPIs, including Customer Satisfaction (CSAT) scores and client retention targets.

Fulfillment & Coverage: Deliver intra-day client sessions, fulfill à la carte Tax Hotline calls, and fulfill Tax Advisory appointments over the phone during peak seasons or to cover call-outs within the advisory team.

Who You Are:

The ideal candidate is customer-centric, energetic, and deeply empathetic. You possess a strong understanding of accounting and tax strategy principles and are adept at leveraging technology and intelligent business processes to deliver a consistently excellent client experience.

What does the Job Entail?

Have knowledge of and be able to review a tax return with a client

Works cross-functionally to quickly resolve and mitigate client issues by collaborating with internal teams.

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.

Identify and resolve client support issues as part of internal escalation processes.

Assist clients in navigating their 1-800Accountant portal.

Oversee client needs by answering questions, providing information, and escalating calls when 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.

Assist with delivering intra-day client sessions if call-outs occur within Tax Advisory.

Necessary skills

Knowledge of Small Business, Payroll, Sales Tax, and Bookkeeping 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.

Go the extra mile to engage customers.

Experience with Tax Preparation in 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 promptly documenting, assessing, and resolving client issues.

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 customers.

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.

Equipment Specifications: