Mass Markets ยท 5 months ago
Tax Customer Service Representative II (Experienced)
Killeen, TX
Full-time
Onsite
Mid LevelMass Markets is a fast-growing tech-enabled business services company in the USA, specializing in customer experience and business process outsourcing. The Tax Customer Service Representative II will provide expert tax advice and support to clients, ensuring accurate and personalized guidance on various tax-related topics.
ConsultingInformation Technology
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
Qualification
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
Benefits
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 60 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-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
Company
Mass Markets
Leading America based business process outsourcing (BPO) provider specializing in customer service, inside sales and back-office.
Founded in 2015
501-1000 employees
H1B Sponsorship
Mass Markets has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
2021 (1)
Funding
Current Stage
Late StageRecent News
2025-06-24
Company data provided by crunchbase