Overview

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. EEO Notice Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform esse