Tax Customer Service Representative II (Experienced)

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

Are you a highly motivated individual with excellent communication skills and a passion for helping others? Join our team and become a trusted resource for clients seeking expert tax advice and support. In this role, you’ll provide clear, accurate, and personalized guidance on a wide range of tax-related topics. With our industry-leading training programs, you’ll gain the tools and knowledge needed to thrive and grow as a tax professional.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

Key Responsibilities:

• Provide accurate, personalized tax advice and support to clients via phone, video, and chat platforms.
• Translate complex tax laws and technical terms into easy-to-understand language for clients.
• Utilize government websites, professional resources, and internal tools to research and deliver accurate answers.
• Apply company policies, procedures, and best practices to resolve tax-related inquiries efficiently.
• Maintain detailed and accurate documentation of all client interactions and case resolutions.
• Stay current on federal and state tax laws, regulations, and industry trends.
• Collaborate with team members and share knowledge to continuously improve service quality.
• Identify opportunities to educate clients on tax-saving strategies and available deductions or credits.
• Escalate complex or sensitive issues to appropriate internal departments when necessary.
• Uphold the highest standards of data privacy and client confidentiality.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

It's about building relationships and turning the knowledge; you gain in training into customer wins. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required:

• Must be 18 years of age or older.
• High school diploma or equivalent required.
• Active, unrestricted credential: EA (Enrolled Agent), CPA (Certified Public Accountant), or Tax Preparer credentials.
• Active PTIN (Preparer Tax Identification Number).
• Ability to obtain any required state licenses, certificates, permits, or bonds.
• Recent experience preparing federal and state individual 1040 tax returns.
• Strong proficiency with technology and computer systems.
• Reliable, hardwired internet connection (or willingness to obtain one).
• Excellent verbal and written communication skills.
• Strong customer service orientation with a professional, friendly, and reassuring demeanor.
• Ability to work independently in a fast-paced, dynamic environment.
• Strong critical thinking, research, and problem-solving skills.