Tax Preparation Support with Customer Service Experience

POSITION SUMMARY:

The Tax Preparation Support is a detail oriented individual whose goal is to provide assistance to our clients that are in the Tax Preparation department. Tax Preparation Supportacts as a point of contact between the tax preparer and the client. This individual communicates with clients about their required information and collects all necessary information to help the Tax Preparer. In this role, the ideal candidate will answer inbound calls and make outbound calls to help move the process of their case forward. Tax Preparation Support will also work closely with several teams to address and assist clients concerns in a high volume environment.

KEY RESPONSIBILITIES AND DUTIES:

• Handle a high volume of inbound and outbound calls with professionalism and accuracy.
• Provide status updates to clients regarding their tax cases and escalate issues when necessary.
• Respond promptly to client inquiries, voicemails, and follow-up requests.
• Clearly explain required tax documents and deadlines to clients.
• Educate clients on the tax preparation process, required forms (e.g., W-2, 1099, 8821), and how to submit documents.
• Maintain a positive, empathetic, and professional attitude during all client interactions.
• Document all communications in the CRM system following internal protocols.
• Request and collect all outstanding documents needed by Tax Preparers to complete returns.
• Follow up regularly with clients to ensure timely submission of required documents.
• Review received documents for completeness and accuracy before submission to the Tax Preparer.
• Upload all tax-related documents (e.g., W-2s, 1099s, prior year returns, ID verification) to the company CRM or document management system.
• Participate in TPS culture events and activities
• Track pending document submissions and maintain organized case files.
• Enter client data and tax-related information accurately into CRM, Google Sheets, or Excel.
• Assist with case updates, task management, and workflow tracking to support Tax Preparers.
• Utilize communication and productivity tools such as RingCentral, GSuite, Adobe Acrobat, and internal systems (e.g., TPS software).
• Follow all internal communication procedures, data security policies, and compliance guidelines.
• Coordinate with internal departments (e.g., Tax Team, CAF Unit) as needed to resolve client issues or move cases forward.
• Participate in team meetings, training sessions, and TPS culture events.
• Maintain a can-do attitude and support a positive work environment.
• Perform other related duties as assigned by team leads or managers.

QUALIFICATIONS:

• Minimum of two (2) years of experience in a call center environment and/or working within a tax firm.
• Proven experience in managing or coordinating client document collection processes (e.g., income statements, expense reports, tax forms)
• Strong organizational skills with the ability to track, follow up on, and manage multiple client document timelines simultaneously
• Experience using document management systems (e.g. ShareFile, Box, Google Drive)
• Ability to clearly communicate documentation requirements to clients in a professional and client-friendly manner
• Track record of minimizing delays in document submission and improving collection efficiency
• Exceptional analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Strong attention to detail
• Strong listening, time-management, written and communication skills