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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in tax preparation and compliance, with a strong focus on leadership and operational efficiency in a call center environment. Proficient in providing technical support and training for tax professionals while ensuring adherence to regulatory standards.
Highest-signal resume keywords
Tax PreparationCall Center SupervisionEnrolled Agent (EA) CertificationMicrosoft Suite ExperienceOnline Tax Software
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Federal Individual Income Tax ReturnsTax ResearchQuality AssurancePayroll ReconciliationProcess Improvement
Soft Skills
Excellent Communication SkillsAttention to DetailProblem-Solving SkillsTime ManagementTeam Leadership
Tools & Technologies
Microsoft TeamsMicrosoft SharePointTaxAct Xpert Assist Program
Certifications & Qualifications
PTINCertified Public Accountant (CPA)Enrolled Agent (EA)
Industry Keywords
Circular 230Internal Revenue CodeTreasury RegulationsCustomer SupportTax Compliance
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
- Follow Circular 230, the Internal Revenue Code, Treasury Regulations, and applicable state and local requirements
- Monitor agent schedules, queue activity, call handling, quality assurance, and service levels
- Reconcile payroll data with production data and investigate discrepancies
- Communicate performance expectations, trending issues, and process improvement recommendations to management
- Facilitate process and new-hire training for tax experts
- Provide technical, operational, product, and tax-related support to tax experts
- Perform quality assurance of tax expert and Lead interactions
- Propose knowledge-base responses based on customer interactions
- Interview candidates for seasonal expert roles
- Provide tax advice and customer support through phone, email, chat, and social media
- Serve as an escalation point for customer requests and concerns
- Troubleshoot and research customer, product, and complex tax-related issues
- Support operations and processes for the TaxAct Xpert Assist program
- Inspire team members and peers through positivity and leadership
- Perform additional duties as needed
Requirements
What you’ll need- Previous experience as a tax expert in a call center environment
- Five (5) or more years of experience preparing federal individual income tax returns
- Must have a valid PTIN
- Must have one active credential: Enrolled Agent (EA), Certified Public Accountant (CPA), or practicing tax attorney
- 2–3 years of call center supervisory experience or equivalent experience
- Experience with online tax software
- Minimum of 2 years of Microsoft Suite experience, including Teams and SharePoint
- 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- Full-time seasonal employment
- Supportive, open, and inclusive atmosphere
- Equal employment opportunity
- Disability assistance and accommodation during the hiring process