Tax Support Specialist – TurboTax Expert

Vaco; United States; Teletrabalho; USD 45 000 - 70 000; Tempo integral

Resumo da oferta

The Tax Associate at Vaco provides tax preparation guidance and filing assistance across phone, video, and chat channels, helping customers complete returns accurately while delivering excellent service.

You will review returns for accuracy, explain deductions and credits, and act as a product expert on TurboTax. This role demands strong customer service skills and the ability to thrive in a high-volume, fast-paced environment during peak season.

Qualificações

• Minimum 2+ years of paid Tax Preparation experience.
• Minimum 30+ federal and state individual 1040 tax returns prepared.
• Active PTIN required.
• 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).
• Experience preparing complex individual tax returns.
• Previous experience in a contact center or virtual support environment.
• Experience using TurboTax or similar tax preparation software.

Responsabilidades

• 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.

Conhecimentos

Customer service

Communication

Problem solving

Attention to detail

Multi-platform

PTIN knowledge

Ferramentas

TurboTax

Tax software

Descrição da oferta de emprego

The Tax Associate at Vaco provides tax preparation guidance and filing assistance across phone, video, and chat channels, helping customers complete returns accurately while delivering excellent service.

You will review returns for accuracy, explain deductions and credits, and act as a product expert on TurboTax. This role demands strong customer service skills and the ability to thrive in a high-volume, fast-paced environment during peak season.