Customer Care Specialist for Tax Goddess | Remote SA – US Hours

Welcome to TaxGoddess.com, the most vibrant professional services firm on the planet! We’re all about providing top-notch solutions to our clients and having a blast while doing it. Our Global team is in hot pursuit of the right Customer Care Specialist with a keen analytical mind and a passion for work to help us reach new heights. Creativity knows no boundaries within our organization, and the next mind-blowing idea might just spring from you! Don’t let this opportunity pass you by! Learn more below!

Seeking a detail-oriented, flexible, and motivated individual for our fast-paced team of experts.  At our firm, we highly value those who demonstrate a deep commitment to their work, possess an insatiable curiosity, and continuously seek knowledge. Strong communication and active listening skills are vital to excel with us. Take the leap and become part of our dynamic team today!

About the company

• Tax Goddess (https://TaxGoddess.com)
• Our firm is recognized as a top 1% of Tax Strategist in the USA.
• With 19+ years of experience, We’re not your average number crunchers – we’re a progressive, 100% digital CPA firm. So, if you can handle cloud computing and rock basic tech skills, you’re in for a wild ride! 

We are looking for

Someone who has a sparkling personality is Smart as a Whip and is a Customer Care Rep. Strong work ethic, drive to assist, confidence in front of clients, and ability to work independently. Attendance and punctuality are both paramount, as well as a professional demeanor, and excellent customer service skills. 

Responsibilities:

• Know the client inside and out. You need to be the primary rep and know the clients’ personalities, likes/dislikes, and how they prefer to work with our team. It will be your job to be the Primary point of contact for any clients over any questions, requests, needs, absolutely anything that they need they will reach out to you first.
  • Note that each representative within our company typically has a maximum of 20-40 clients depending on client size and complexity.
  • These clients, once assigned, do not change unless issues arise.
• You will be expected to handle requests not only at the outset of the request but also throughout the process of the entire team (the whole company) managing the request.
  • This includes: initial contact, follow-up with the team, final delivery to the client, and the ability to handle any client concerns
  • There is deep training provided on this, under the wing of a Sr. Rep, and no new representative is typically allowed to deal with clients until after the 90 days of this deep training is complete.
• Manage and lead Zoom calls and meetings with clients. You are the “host” and must manage the client and team during these meetings (guide the conversation through any agenda and ensure all participants get their questions answered).
• Ensure accurate and timely processing of client requests, including updating client information in the CRM systems (Slack and Insightly primarily).
• Collaborate with team members to address client concerns and escalate complex issues to the appropriate department.
• As taxes and finances can be a tough subject for some clients, you will be expected and trained to deal with confusion, upset clients, and tough situations, technical knowledge in our arena, and you will be expected to manage any crisis situation with charm and grace.
• Maintain confidentiality of client information and adhere to industry regulations and standards.
• Provide administrative support to partners and staff, including scheduling meetings, preparing documents, and managing correspondence.
• Assist with special projects and initiatives as assigned by management.
• Help other departments when needed (if needed) and any other responsibilities as assigned

Qualifications:

• Minimum 5 years of previous experience in a customer service or client-facing role, preferably in a professional services environment.
• Strong communication skills, both verbal and written, with the ability to communicate complex information clearly and effectively.
• Excellent interpersonal skills and the ability to build rapport with clients and colleagues.
• Detail-oriented with strong organizational and multitasking abilities.
• Proficiency in Google Suite
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Knowledge of basic accounting principles and tax regulations is a plus.

Tools/Systems/Applications:

• Slack
• Insightly
• Zoom
• Google Suite

Working Hours: 

• Our USA business hours include MANDATORY overlap for this position of 8:00 am to 5:00 pm  Arizona time – note that we do work on shifts so the hours may be +/- 2 hours in either direction depending on the client group you are assigned to.
• Hours for some departments may be fixed or may vary depending on the tasks/projects involved.
• Billable teams ( Bookkeepers, Tax preparers, Customer care, and admins ) expect to work at least 50 hours per week during tax season, and weekends could be required. 
• We need someone available for on-call emergencies (outside of normal working hours. Only when needed).

System requirements

• Internet Speed: At least 10mbps
• CPU: Core i5 (8th generation minimum) or i7 (8th generation minimum)If the CPU is different than the Intel core (e.g. AMD Ryzen), reach out to Techteam.
• RAM: Minimum of 16GB
• Storage: Minimum 256GB SSD or 500GB HDD
• Operating System: Windows 10/11 Pro. If you have genuine Windows 11 Home, the company will assist with upgrading to Windows 11 Pro.
• Audio: A good quality headset preferably equipped with noise cancellation
• Video: A laptop/PC with a webcam or a good-quality webcam

To ensure the security of our firm, we can only consider candidates who have a Windows operating machine. Having Windows Pro would be a significant advantage. If you are a Mac user and wish to apply, please note that you will need to acquire a Windows operating machine once you are accepted to perform the job with us.

Our culture and benefits

• We offer a full-time contract with consistent and reliable work hours. This leads to consistent compensation, which is sought after by most freelancers and independent contractors.
• USA exposure working under a Top 1% ranked CPA for tax strategy.
• Paid training. Training isn’t just necessary to our company, it is vital. We ensure that our staff develops skill sets that allow them to perform a broader range of work.
• Equal Staff Opportunity. No company politics.
• Our company embodies a culture of appreciation. We don’t take for granted our teams’ fantastic work.
• Collaborative environment: Our team integrates 13 divisions of expertise. We ensure staff can give help and get help when they need it.
• Work-life balance: We provide a flexible working schedule and conduct games, movie nights, fun activities & events to bring the team closer together and ensure a close culture is created & maintained.
• We strive to streamline our systems & processes. We provide incentives based on performance and the novel ideas that have been implemented.
• Staff Referral Bonus Program.

How to apply 
If you can confidently demonstrate that you meet the criteria above, please apply by putting  “super-badass-enthusiastic CC Specialist“ in your submission. Submissions without this will be ignored.