Job Purpose:



To serve as the main point of contact for tax clients, ensuring they receive high-quality customer service and support. This role involves conducting onboarding calls, scheduling appointments, responding to client inquiries, and coordinating with various internal departments to meet client needs.





Key Responsibilities:

Client Communication:

• Provide customer service and be the point of contact for all tax-related services for clients.


• Schedule and perform welcome calls for new tax clients.


• Respond to all correspondence within 1 business day.


• Call and/or correspond via email with clients to provide information, answer questions, and follow through on requests. Expect a higher volume of calls and emails during peak periods.

Coordination:

• Work with members of various internal departments to address client needs.


• Document the receipt of signed client documents.


• Utilize the resources and knowledge of each professional in their respective departments.


• Ensure all tasks are completed within established deadlines.


• Communicate and share necessary information promptly, ensuring seamless workflows and maintaining efficiency.

Administrative Tasks:

• Process client agreements accurately and efficiently.


• Manage payment transactions, ensuring timely and correct execution of all financial processes.

 

Competencies:

Integrity

• Consistently demonstrates ethical behavior.


• Addresses minor ethical issues independently.


• Ensures confidentiality and privacy in more complex situations.

Accountability

• Manages own workload and meets deadlines with minimal supervision.


• Takes responsibility for the outcomes of projects.


• Proactively addresses issues and takes corrective actions.

Customer Focused

• Addresses customer needs independently.


• Handles more complex customer inquiries and complaints.


• Consistently seeks ways to improve customer satisfaction.

Time Management / Organization

• Plans and organizes own work efficiently.


• Balances multiple tasks and projects effectively.


• Uses advanced organizational tools to manage time.

Communication

• Communicates effectively in a variety of settings.


• Tailors messages to the audience and situation.


• Facilitates productive discussions and meetings.

Teamwork

• Contributes to team goals and objectives.


• Builds positive relationships with team members.


• Resolves minor conflicts within the team.

Self-Motivated

• Takes initiative to improve processes and outcomes.


• Manages own workload and sets personal goals.


• Pursues continuous learning and development.

 

Required Qualifications:

• Minimum 2 years of customer service background.


• Bachelor’s degree in Accounting, Finance or related field


• Ability to coordinate with multiple departments for various client needs and requests.


• High degree of accuracy and attention to detail.


• Knowledge of G Suite, Word, and Excel.


• Ability to establish rapport with clients and build strong relationships in a friendly and confident manner.


• Ability to prioritize work and complete duties accurately and timely.


• Ability to work independently without direct supervision.


• Comfortable working in a fast-paced environment.

 

Preferred Qualifications:

• Minimum of 2 years of professional-level work experience.


• Previous experience in a tax firm is a plus.


• Salesforce CRM experience a plus.

 

Performance Metrics:

• Client Satisfaction: Measured by client feedback and satisfaction survey results.


• Efficiency: Timely completion of client onboarding and coordination tasks.


• Communication: Responsiveness to client communication within 1 business day.


• Accuracy: Ensuring accuracy in documentation and client interactions.