Position Summary

We are seeking a friendly, detail-oriented, and dependable Customer Service Representative to join our support team. In this role, you will serve as the primary point of contact for our clients, helping them navigate our tax preparation services, answer account inquiries, schedule appointments, and resolve basic tax filing questions.

While you won't be preparing complex returns, your ability to explain procedures clearly, keep client data secure, and provide exceptional, empathetic support during tax season will be essential to our success.

Key Responsibilities

- Client Communication: Respond to inbound inquiries via phone, email, live chat, and messaging platforms in a timely, professional manner.
- Account & Portal Assistance: Help clients navigate the online tax portal, upload required tax documents (W-2s, 1099s, receipts), reset passwords, and check the status of their returns.
- Appointment Scheduling: Manage calendars for tax preparers and accountants, booking and confirming in-person or virtual consultation appointments.
- Basic Tax Guidance: Provide information on company services, pricing tiers, submission deadlines, and general filing requirements (without giving formal tax advice).
- Issue Resolution: Handle client concerns or technical glitches with empathy, escalating complex tax issues or system errors to senior tax preparers or technical support.
- Data Security & Privacy:



Maintain strict confidentiality and adhere to legal data security protocols (including HIPAA and IRS guidelines) when handling sensitive financial and personal information.
- Administrative Support: Assist with intake form reviews, client follow-ups for missing information, and updating CRM records accurately.

Qualifications & Skills

- Education & Experience:
- High school diploma or equivalent required (Associate’s or Bachelor’s degree preferred).
- 1+ years of customer service, call center, or administrative experience preferred.
- Communication: Exceptional verbal and written communication skills with a patient, reassuring tone.
- Technical Proficiency:
- Proficiency with customer support tools (Zendesk, Salesforce, or similar ticketing software).
- Familiarity with tax preparation platforms or client portals is a strong plus.
- Attention to Detail: Excellent organizational skills and accuracy when verifying document uploads and updating records.
- Problem-Solving: Ability to de-escalate frustrated callers and troubleshoot basic technical issues.
- Availability: Ability to work flexible schedule, including evenings or weekends, during peak tax filing season (January – April).

Preferred Qualifications

- Prior experience working in finance, accounting, or seasonal tax preparation environments.
- Bilingual capabilities (e.g., English/Spanish) are highly desirable.

Pay: $19.60-$31.95 per hour

Benefits:

- On-site parking
- Work from home

Work Location: In person

📌 Customer Service Representative (Canada)
🏢 Tax unity
📍 Canada