Tax Customer Service Representative II (Experienced)

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

 

Are you a highly motivated individual with excellent communication skills and a passion for helping others? Join our team and become a trusted resource for clients seeking expert tax advice and support. In this role, you’ll provide clear, accurate, and personalized guidance on a wide range of tax-related topics. With our industry-leading training programs, you’ll gain the tools and knowledge needed to thrive and grow as a tax professional.

 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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POSITION RESPONSIBILITIES

Key Responsibilities:

 

• Provide accurate, personalized tax advice and support to clients via phone, video, and chat platforms.
• Translate complex tax laws and technical terms into easy-to-understand language for clients.
• Utilize government websites, professional resources, and internal tools to research and deliver accurate answers.
• Apply company policies, procedures, and best practices to resolve tax-related inquiries efficiently.
• Maintain detailed and accurate documentation of all client interactions and case resolutions.
• Stay current on federal and state tax laws, regulations, and industry trends.
• Collaborate with team members and share knowledge to continuously improve service quality.
• Identify opportunities to educate clients on tax-saving strategies and available deductions or credits.
• Escalate complex or sensitive issues to appropriate internal departments when necessary.
• Uphold the highest standards of data privacy and client confidentiality.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

It's about building relationships and turning the knowledge, you gain in training into customer wins. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated. 

 

Required:

• Must be 18 years of age or older.
• High school diploma or equivalent required.
• Active, unrestricted credential: EA (Enrolled Agent), CPA (Certified Public Accountant), or Tax Preparer credentials.
• Active PTIN (Preparer Tax Identification Number).
• Ability to obtain any required state licenses, certificates, permits, or bonds.
• Recent experience preparing federal and state individual 1040 tax returns.
• Strong proficiency with technology and computer systems.
• Reliable, hardwired internet connection (or willingness to obtain one).
• Excellent verbal and written communication skills.
• Strong customer service orientation with a professional, friendly, and reassuring demeanor.
• Ability to work independently in a fast-paced, dynamic environment.
• Strong critical thinking, research, and problem-solving skills.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

 

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected