Tax Hotline Specialist

We are small business experts on a mission, and we could use your help. If you're ready to take the next big step in your career by helping thousands of small businesses grow, you've come to the right place Work With Us: Human Impact, Powered by Innovation At 1-800Accountant, we're not just doing accounting—we're empowering the entrepreneurs and small businesses that drive our economy. Our mission is to be the number one financial services provider for small business owners by giving them the tools and expertise they need to succeed. We're a high-growth "scale-up," combining the energy of a startup with the stability of a mature business. This means our team is fast-paced, adaptable, and always evolving. Whether you work remotely, in-office, or in a hybrid setup, you'll be part of a collaborative team that delivers meaningful, client-focused support every day. As a Tax Advisory Support & Hotline Specialist, you are dedicated to resolving all inquiries with unparalleled professionalism, accuracy, and efficiency. By delivering dedicated support and showcasing our value, you will contribute directly to our clients' success as business owners. This is a seasonal role designed to assist with our busy season through the end of April. This is a fully remote role for candidates located in the following states: AL, AZ, CO, CT, FL, GA, IA, ID, IN, KS, MD, MN, MO, NJ, NY, NC, OR, PA, TN, TX, UT, WA. We cannot hire you if you do not live in one of the approved states. Key Responsibilities and Focus Areas: On-Demand Advisory: Provide expert, timely, and empathetic advice on non-complex tax issues, including sales tax, bookkeeping, payroll, and tax strategy (S-Corps, LLCs, etc.). Escalated Client Support & Issue Resolution: Act as a high-level escalation point to synthesize issues and collaborate cross-functionally with Bookkeepers, Tax Preparers, and Payroll Specialists to drive efficient resolution. Operational Excellence: Leverage Salesforce and the 1-800Accountant proprietary platform to document interactions, manage client information, and resolve concerns promptly. Client Advocacy: Assist clients in navigating our website and gathering outstanding documentation, while proactively finding opportunities to improve our internal tools and processes. Metric Achievement: Meet and exceed established KPIs, including Customer Satisfaction (CSAT) scores and client retention targets. Fulfillment & Coverage: Deliver intra-day client sessions, fulfill à la carte Tax Hotline calls, and fulfill Tax Advisory appointments over the phone during peak seasons or to cover call-outs within the advisory team. Who You Are: The ideal candidate is customer-centric, energetic, and deeply empathetic. You possess a strong understanding of accounting and tax strategy principles and are adept at leveraging technology and intelligent business processes to deliver a consistently excellent client experience. What does the Job Entail? Have knowledge of and be able to review a tax return with a client Works cross-functionally to quickly resolve and mitigate client issues by collaborating with internal teams. Will leverage Salesforce and the 1-800Accountant platform to resolve client questions and concerns promptly. Fully understand the 1-800Accountant platform, its functionality, and best practices. Identify and resolve client support issues as part of internal escalation processes. Assist clients in navigating their 1-800Accountant portal. Oversee client needs by answering questions, providing information, and escalating calls when necessary. Help gather outstanding documentation and inputs from clients. Meet and exceed established TSS metrics and KPIs, including CSAT. Handle escalated issues; dig in to understand and synthesize the challenge and communicate with internal teams to support an efficient resolution. Offer solutions to pain points related to usage and find opportunities for the company to improve our processes and tools. Assist with delivering intra-day client sessions if call-outs occur within Tax Advisory. Necessary skills Knowledge of Small Business, Payroll, Sales Tax, and Bookkeeping is essential. Able to be flexible and adaptable when responding to evolving business priorities and dealing with ambiguity. Willing and able to address escalated client issues with speed and urgency. Manage large amounts of incoming chats and phone calls. Identify and assess customers’ needs to achieve satisfaction. Provide accurate, valid, and complete information by using the right methods/tools. Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure the resolution. Follow communication procedures, guidelines, and policies. Go the extra mile to engage customers. Experience with Tax Preparation in Lacerte software is a bonus. Requirements: Minimum of 1+ years’ experience in Tax Accountant or Tax Advisory Support roles An Associate’s or Bachelor's degree is preferred. Proven success in promptly documenting, assessing, and resolving client issues. Understanding of SaaS products and front-line, call-center client support. Proven customer support experience or experience as a Client Service Representative. Track record of over-achieving quota. Strong chat and phone contact handling skills and active listening. Customer orientation and ability to adapt/respond to different types of customers. Excellent communication and presentation skills. Ability to multitask, prioritize, and manage time effectively. Salesforce experience is a plus. Experience in an SMB environment is a plus. Equipment Specifications: We require our remote employees to provide their own equipment and work in a designated home office where you will not be at risk of being overheard. As we are a financial institution, you will be discussing and collecting sensitive information. CPU = Quad-Core Operating System: Windows or Mac (No Linux) Additional Requirements: second monitor, webcam, headset Compensation: $22-$30/hour depending on experience and credentials 401K with employer match Work with the country’s largest virtual accounting firm Work with cutting-edge technology Join an engaging community of like-minded individuals Who We Are: At 1-800Accountant, we believe in using business as a force for good. We are defining a new accounting services model to help business owners navigate the new economy. We combine technology with a dedicated accountant to serve the needs of start-ups, entrepreneurs, and small businesses by providing extraordinary service at an affordable price. Our team helps business owners focus on their passion for their business while helping with their finances, creating a collaborative effort to help their business thrive. Why Join Us? We’ve worked diligently to create an energetic, high-achieving, and zero-ego team culture that is truly unlike anywhere else — you can feel the positive energy from your first interview. Good ideas can come from anywhere, and we’ve created a work environment that facilitates hyper-collaboration and the sharing of inspiration. We value employee engagement and teamwork as a critical component of our business. Our goal is to nurture internal talent and create opportunities for growth and promotion, and we firmly believe that when one team member succeeds, we all succeed. Diversity 1-800Accountant is an equal opportunity employer and makes employment decisions based on merit. 1-800Accountant’s policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful. #misc1 PTO & Holiday Time Off Our Culture: Built on Connection & Purpose Our culture is the engine of our success. We believe the best results come from a team that is connected to our shared vision and committed to our core values. We're looking for individuals who embody our values and are eager to make a direct impact. Does this sound like you? Client Champion You're driven by a passion to help small businesses succeed through expert guidance and empathy. Innovative Thinker You see AI and new tools as enablers, not threats, and you're always looking for a better way. Flexible and Adaptable You embrace change with a positive attitude, seeing new challenges as opportunities to learn and grow. Lifelong Learner You stay curious, adapt to change with energy, and are committed to growing your skills. Take Ownership You take pride in your work, think like an owner, and hold yourself accountable for quality results. You believe that working across disciplines with respect and openness leads to the best results. Join us and help redefine the future of accounting. Hear From Our Team "I started as a Sales Representative, was given the opportunity to grow into a Manager role, and now proudly serve as a Director. I'm grateful to be part of a company where career growth is real."

• People genuinely care about the clients and about each other. Even though we're a fully virtual company, you never feel disconnected. There's always someone willing to help"
• I'm grateful for the many opportunities, as well as for the recognition and appreciation shown for my accomplishments. It's inspiring to be part of a company that shares my passion for serving clients"

POD Manager 1-800Accountant is an equal opportunity employer and makes employment decisions based on merit. 1-800Accountant’s policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful. #J-18808-Ljbffr 1800accountant