Client Service Representative

• Answer incoming phone calls, emails, and text messages promptly to assist clients with service inquiries and request status updates.
• Document all client communications, task updates, and account notes accurately within Karbon, HubSpot, and Salesmsg.
• Route complex accounting, payroll, and tax technical questions to designated staff members or accounting leads.
• Monitor open client requests, track follow-up tasks, and ensure no communication falls through the cracks during busy tax deadlines.
• Identify potential service breakdowns, client concerns, or communication delays and escalate them to firm managers when necessary.
• Safeguard client confidentiality and handle sensitive financial and tax records with strict professionalism.
• Maintain positive client relationships through proactive updates, empathetic listening, clear expectations, and reliable follow-through.
• Collaborate with internal tax, bookkeeping, and accounting teams to ensure smooth service delivery and workflow efficiency.

• Prior client service, customer support, or account coordination experience within an accounting, tax, or financial services environment is required.
• Demonstrated hands-on experience using firm management and CRM platforms such as Karbon, HubSpot, or Salesmsg.
• Proficiency in Google Workspace, Microsoft Office, and business phone, text, and email communication software.
• Excellent verbal and written English communication skills with a professional and empathetic phone demeanor.
• Strong organizational habits, high attention to detail, and the ability to manage multiple client priorities simultaneously.
• Sound professional judgment regarding when to resolve client issues independently versus escalating them to senior tax staff.

• Work From Home
• Performance Bonus