Welcome: Your Guide to the Rocket Tax Workspace

Refer to the content in this guide to get the most out of your Pro experience with Rocket Tax.

Our Vision

Rocket Tax is Rocket Lawyer's partnership with Taxfyle — when working with Rocket Tax, your mission is to provide an excellent client experience and support our clients through a seamless tax filing experience, with the help of the Taxfyle Customer Support team. There are plenty of jobs to go around (especially during the busy season and extension season) for Pros to take on client engagements year-round.

What is Rocket Tax?

Rocket Tax is our new referral partnership with Rocket Lawyer; which provides individuals and small to medium-sized businesses with online legal services. Client's who work with Rocket Lawyer can sign up through the Rocket Lawyer website and be paired with a Taxfyle Tax Pro as part of Rocket Tax to have their taxes done.

Working with Rocket Tax

In taking on any Rocket Tax clients, there's a general hierarchy in terms of who gets involved and at what times during the course of a client's job. The main things you should know when working with the Rocket Tax team include the following:

• Clients do not interact directly with the Taxfyle Customer Success team through our help chat box, like you or other retail clients usually can.

• Rocket Tax clients will instead be supported directly by the Rocket Lawyer support team which they can contact at [e-mail] or via phone call.

• That being said, when you have a request that requires a support member to reach out to a client please let the Taxfyle support team know and we will relay this information to the Rocket Lawyer team.

• The Rocket Lawyer team will then be in charge of contacting clients for updates, escalations, job scope changes, and other matters related to their job.

Table of Contents

Client Experience and Service Expectations

• Service Expectations

  • Introduce yourself every time you pick up a new job

  • Be consistent in your updates to the client (check-in within 48 hours upon receiving a client message)

  • Upload documents using the tags associated with each.

  • Provide a draft within 7 business days upon receiving all required client tax information

  • Use the internal notes feature to leave updates within the job chat

  • Communicate that you are with Rocket Tax as opposed to Taxfyle

  • Remaining idle on the platform for extended periods (with clients waiting) can lead to jobs being transferred from your queue (and/or removal from the workspace)

  • Rocket Tax clients are charged by Rocket Lawyer for their service according to the initial questionnaire they fill out on the Rocket Tax website. If add-on services are requested/needed that aren't in the job specs, inform Taxfyle Support via Help Chat.

  • When a job is complete and ready to be closed, summarize the next steps so the client is prepared for any post-filing situation

  • ZERO tolerance for radio silence or missed deadlines

Communication Standards

• Communication between Tax Pro & Client
• Engagement Wrap-Up
• Message Bank

  • Message Bank Examples

Scope of Services

• Services Offered
• Extensions
• Niche Service Requests