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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in tax preparation, compliance with relevant regulations, and leadership in managing tax professionals. Proficient in providing operational support and training while ensuring quality assurance and effective communication within a fast-paced environment.
Highest-signal resume keywords
Tax Preparation ExperienceLeadership ExperienceEnrolled Agent (EA) CertificationMicrosoft Suite ProficiencyCompliance with Circular 230
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Tax ResearchFederal Individual Income Tax ReturnsBusiness Returns (Forms 1065 and 1120-S)Quality AssurancePayroll ReconciliationProcess ImprovementTechnical SupportCustomer SupportOnline Tax SoftwareEscalation Management
Soft Skills
Excellent Communication SkillsAttention to DetailMultitasking AbilityProblem-Solving SkillsTime Management SkillsTeam PlayerPositivity and Leadership
Tools & Technologies
Microsoft TeamsMicrosoft SharePointTaxAct Products
Certifications & Qualifications
Valid PTINCertified Public Accountant (CPA)Enrolled Agent (EA)
Industry Keywords
Tax Preparation IndustryInternal Revenue CodeTreasury RegulationsCircular 230Call Center Environment
About the role
Key responsibilities & impact- Assist management with leading daily operations in a fast-paced environment
- Supervise, coach, and assist seasonal credentialed tax professionals
- Conduct weekly one-on-one progress tracking and coaching sessions
- Ensure compliance with Circular 230, the Internal Revenue Code, Treasury Regulations, and applicable state and local requirements
- Monitor agent schedules and queue behavior
- Perform quality assurance and recommend queue/staffing adjustments
- Reconcile payroll data with production data and investigate discrepancies
- Communicate performance expectations and trending issues to management
- Suggest business process improvements based on call/chat monitoring
- Facilitate process and new-hire training
- Provide technical, operational, product, and tax-related support to tax experts
- Perform QA of tax expert and Lead interactions
- Propose knowledge-base responses based on customer interactions
- Interview candidates for seasonal expert roles
- Provide tax advice and support to external customers
- Serve as an escalation point for customer requests and concerns
- Support TaxAct products via phone, email, chat, and social media
- Troubleshoot and research customer and complex tax-related program issues
- Support operations and processes for the TaxAct Full Service Xpert program
- Inspire team members and peers through positivity and leadership
- Perform additional duties as needed
Requirements
What you’ll need- Previous leadership experience within the tax preparation industry, preferably with previous experience as a tax expert in a call center environment
- Five (5) or more years of tax preparation experience, including preparing federal individual income tax returns and business returns (Forms 1065 and 1120-S)
- Valid PTIN
- One active credential: Enrolled Agent (EA), Certified Public Accountant (CPA), or practicing tax attorney
- Experience with online tax software
- Minimum of 2 years of Microsoft Suite experience, including Teams and SharePoint
- Proven experience conducting tax research using trustworthy sources
- Excellent written and verbal communication skills
- Attention to detail
- Ability to multitask
- Strong problem-solving skills
- Excellent time management skills
- Resilient, strong team player who helps maintain a positive work environment
- Must have or be willing to obtain a private, dedicated hardwired internet connection
Benefits
Comp & perks- Supportive, open, and inclusive atmosphere
- Equal opportunity employment
- Reasonable accommodations for individuals with disabilities
- Private, dedicated hardwired internet connection requirement/allowance not specified