Customer Service Associate

2 weeks ago

Fresno, United States Boos and Associates A Professional Corporation Full time
Boos & Associates is growing, we were recently named one of the Fastest Growing Accounting Firms and Businesses in the Fresno area by the Fresno Business Journal. That growth has led us to expand to different markets and we are in need of a dynamic, customer focused individual to support our clients as a Work Opportunity Tax Credit Associate. This role will be based out of our Fresno Ca office where you will work with a team of highly talented professionals in our Specialized Tax Services department who enjoy serving our clients while working as a collaborative team. If this sounds like you, apply now
What you will do:

This role will support both our clients and sales teams by providing full-service support of the WOTC Program, from implementation to calculating credits on behalf of our clients. On a daily basis, they are ensuring proper documentation is processed and sent to the proper State Workforce Agencies. Within each of these tasks, they are responsible for ensuring accuracy in data entry, quality customer service, and a timely turnaround time, as well as troubleshooting any issues that arise within their processes. A successful candidate will possess a customer first mindset with excellent time management skills, a strong focus on organization and communication, and a positive attitude.

Responsibilities include but are not limited to:
  • Answer incoming calls from customers and provide accurate information and assistance regarding tax credit services, and inquiries.
  • Listen attentively to customer concerns, empathize with their situation, and strive to resolve issues to their satisfaction.
  • Utilize internal software to document customer interactions, update customer records, and track inquiries and resolutions.
  • Follow scripts and procedures to ensure consistency and compliance with company policies and guidelines.
  • Collaborate with other team members and departments to escalate complex issues and ensure timely resolution.
  • Meet and exceed performance metrics, including call handling deadlines and data entry proficiency.
  • Maintain a positive and professional demeanor at all times, even in challenging situations.
  • Continuously strive to improve service knowledge, communication skills, and customer service techniques.

What you will bring to the role:
  • High school diploma or equivalent
  • Bilingual in Spanish
  • Previous experience in a call center or customer service role preferred.
  • Proven track record of providing exceptional customer service.
  • Self-directed with the ability to work with little supervision.
  • A can-do attitude, flexible and willing to go the extra mile
  • Excellent verbal and written communication skills.
  • Strong interpersonal skills and ability to build rapport with customers.
  • Proficiency in using internal software: Microsoft Word, Excel and other systems.
  • Ability to multitask and work in a fast-paced environment.
  • Problem-solving skills and ability to think critically under pressure.
  • Flexibility to work shifts, including evenings, weekends, and holidays.

Compensation Information: Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.

More About Boos & Associates, a Professional Corporation is a Certified Public Accountant and Consulting firm established in February 2004. Prior to founding the firm our Managing Director was a Tax Director with a Big 4 accounting firm with over 30 years public accounting experience. We currently have a staff of approximately 90 and anticipate significant expansion opportunities in the near and long term. Our greatest strength is our people. We foster and support innovative, strategic ideas that can transform developments in accounting, tax, and consulting into practical solutions for our clients. Our Fresno office is a first-class facility located in the Fig Garden Financial Center. The firm is paperless and uses the latest in technology to assist our associates in performing in a more efficient and effective manner. The firm provides above market performance-based compensation and provides competitive employer paid employee benefits and a generous personal time off policy. We continually invest in our people by providing extensive training and career advisor programs.

We recognize our unique opportunity to embrace the cultural and ethnic opportunity our clients and people have to offer. We are committed to optimizing this opportunity to hire outstanding individuals of diverse backgrounds, and to offer them a dynamic, challenging environment to develop their skills as trusted advisors to our clients. Our commitment to diversity encompasses all people within our firm, professionals, and administrative support alike, including people of different races, religions, cultural backgrounds, national origins, disabilities or medical conditions, sexual orientation, gender, gender identity and ages.

We are an independent member of the BDO Alliance USA.

As an independent member of BDO Alliance USA, our shared Core Purpose is Helping People Thrive Every Day. Our Core Values reflect how we manage our work, our relationships and ourselves. As an employee of the firm, you will live true to our Core Values of people first, being exceptional every day in every way, embracing change, feeling empowered through knowledge, and choosing accountability. Our Core Values are the standards by which we conduct ourselves day in and day out, both internally and externally.

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