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Tax Client Services Lead

  • Location: Scottsdale, 85257
  • Salary: 30.0
  • Job Type:Contract

Posted about 1 year ago

Tax Client Services Lead
100% Remote - Anywhere in the US
Term: 12 month contract
Pay rate: $30/hr


  • Assist customers with questions and facilitate progress through our application as they prepare their tax credit filing for the ERC using form 941-X
  • May need to conduct video call tax interviews with clients to resolve their questions and issues
  • Help customers who are working on their tax return with both product/software inquiries, as well as with general ERC tax questions, eligibility concerns and eligibility calculations
  • Apply defined practices, procedures, and company policies to troubleshoot and resolve ERC Digital product and ERC related customer inquiries
  • Potential to provide IRS audit support
  • Interact with customers utilizing strong written and verbal skills as well as deep customer empathy
  • Deliver exceptional quality customer interactions and experiences
  • Utilize and leverage internal knowledge articles, FAQs, and escalation paths as well as external government websites and toolkits to seek out and deliver the right answer to the customer
  • Document customer interactions clearly and concisely.


  • 3+ years strong customer service skills with ability to empathize and instill confidence
  • Outstanding skills in MS Office and working knowledge of data handling and preparation desired (reporting/ transforming/ end user skills)
  • Ability to effectively communicate in person and in writing
  • A strong bias for action. You thrive in a fast paced, ambiguous environment with a high degree of autonomy
  • Comfortable interacting with customers through video, in a professional way that represents the ERC Digital brand in a positive manner
  • Basic knowledge of tax laws, tax concepts and familiarity with PPP, ERC and form 941 and 941-X and schedules – Nice to have but not required.
  • Experience providing support in a call center environment - Nice to have
  • Some experience preparing federal and state returns for individuals (1040). Prior tax preparation experience in a retail setting a plus– Nice to have but not required
  • College degree a PLUS. The ideal candidate will have a background in business, finance, accounting, or tax