Xpert Supervisor

Taxwell•Haverford, PA

7d•Onsite

About The Position

This role will primarily support TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset to reimagine the services our customers receive. Position Summary: The Supervisor, TaxAct Xpert - Seasonal will be responsible for assisting management with leading the daily operations in a fast-paced environment. You will be responsible for training and mentoring our staff who provide expert guidance and advice, review tax calculations, and clarify questions within the online software.

Requirements

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 and one of the following active credentials: Enrolled Agent (EA), Certified Public Accountant (CPA) or practicing tax attorney.
2 – 3 years of call center supervisory experience or equivalent experience.
Must have experience with online tax software.
A minimum of 2 years of Microsoft Suite experience including Teams and SharePoint.
Proven experience conducting tax research leveraging 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.

Responsibilities

Supervise, coach, and assist seasonal credentialed tax professionals.
Provide weekly one-on-one progress tracking/coaching sessions with your team of agents so they are aware if they are achieving their individual goals and meeting organizational performance goals.
Follow Circular 230, Internal Revenue Code, and Treasury Regulations, as well as any applicable state and local rules, regulations, and requirements governing the preparation of tax returns.
Monitor agent schedules for adherence.
Perform ongoing monitoring for quality assurance and suggest adjustments to queues/staffing to ensure service levels are met.
Reconcile payroll data to production data each payroll period. Investigate differences to ensure agents are paid accurately for their time assisting customers.
Monitor agents in queue to ensure they are handling customer callbacks appropriately and not exhibiting call avoidance or other unacceptable behaviors.
Work with management to ensure proper messaging around performance expectations is conveyed.
Make suggestions to management on business process improvements based on call/chat monitoring results. Communicate trending issues to management.
Facilitate process and new hire training to all tax experts ensuring they are set up for success.
Assist tax experts when needing technical and operational support including product and tax-related questions.
Perform quality assurance (QA) of tax experts and Lead interactions.
Based on customer interactions, propose needed responses for the knowledge database and send them to the appropriate individual for creation.
Interview candidates for seasonal expert roles, both credentialed and non-credentialed, using provided guidelines.
Provide tax advice and friendly support to all external customers in compliance with established processes and metrics.
Serve as a point of escalation for customer requests and concerns as needed.
As needed support the TaxAct products through phone, email, chat and social media, providing a positive and delightful experience with all customer contacts.
Troubleshoot and research customer issues and, when appropriate, clearly communicate them to the appropriate manager for quick resolution.
Research complex tax-related program issues or questions as needed.
Responsible for support operations and processes for the TaxAct Xpert Assist program.
Inspire team and peers with positivity and leadership.
Additional job duties as needed.