Client Care Specialist

1 week ago

Salt Lake, Utah, United States Abacus CPAs Full time
Position Overview

As a rapidly expanding firm, we are in search of dedicated professionals who embody our commitment to excellence and professionalism. If you align with these values, you will thrive in our environment.

The Client Care Specialist plays a crucial role as a front-line representative, delivering outstanding service during every client interaction. This position involves engaging with clients through various channels, including phone, in-person, and email, to assist with onboarding new clients, retaining existing clients, and collaborating with accounting team members on projects through effective communication.

Our Client Care Specialists are genuine, engaging, and focused on client satisfaction. If you aspire to advance your career with a leading firm and share our passion for exceptional client service, we would be eager to connect with you.

Compensation: $18-21/hour

Work Environment: This is an in-office role and is not remote.

Key Responsibilities:
  • Examine customer accounts for updates to contracts and service levels.
  • Clarify and communicate complex financial information to clients.
  • Draft professional correspondence for third-party requests for detailed client financial data.
  • Assist current and prospective clients with their inquiries.
  • Utilize best practices for managing inbound email inquiries and phone communications.
  • Acquire and maintain the necessary company and technical knowledge to ensure quality responses to client inquiries.
  • Master client engagement techniques related to telephone interactions.
  • Contribute to team process improvements aimed at achieving efficient and client-centered results.
  • Document client interactions and reporting tasks as per company procedures.
  • Support the achievement of personal and team objectives.
  • Operate within and support the structured environment of the Customer Care Center.
  • Collaborate with the Transportation Tax and Accounting teams to ensure quality outcomes for clients.
  • Assist team members as required.
  • Collect information from clients and input it into the database.
  • Deliver information to clients clearly and concisely.
  • Respond to phone and email communications positively and professionally.
  • Guide and assist walk-in clients with clarity and respect.
  • Take ownership of tasks to meet client expectations within company policies and procedures.

Additional Responsibilities: Other duties may be assigned as needed. This is not a sales position.

Preferred Qualifications:
  • 1-2 years of experience in a call center or customer support role is preferred.
  • Ability to convey complex information with professionalism and clarity.
Knowledge, Skills, and Abilities:
  • Strong telephone communication skills, including voice quality and listening ability.
  • Proficient writing skills, with the ability to compose grammatically correct communications.
  • Reliable attendance and punctuality.
  • Familiarity with office and call center software, including web browsers, Word, Excel, PowerPoint, and CRM systems.
  • Solid customer service skills with a strong goal orientation.
  • Excellent time management and organizational skills.
  • Able to thrive in a fast-paced, goal-oriented environment.
  • Team-oriented with a positive attitude.
  • Ability to work at a computer station for extended periods.
  • Maintain confidentiality regarding client information.
Travel Requirements:

N/A

Physical Requirements:

Regularly performs computer work and sits for extended periods. Occasionally walks and stands. Rarely lifts up to 15 lbs.

Independent Judgment:

Tasks are performed under general supervision, utilizing established procedures and innovative thinking. Moderate alternatives are chosen to resolve issues, with occasional independent judgment required for completing assignments. Recommendations may be made regarding work procedures, policies, and practices.

Benefits Overview:

Competitive salary, comprehensive medical insurance with 100% employer-paid premiums, dental and vision options, 401K retirement savings, 16 hours of PTO accrued monthly, flexible work arrangements, a maximum goal of 55 hours during peak seasons, clear paths for promotions and growth opportunities, paid time for community involvement, accountability goals communicated through a Balanced Scorecard, free preparation of employee tax returns, and continuing education provided by an in-house Learning & Training Coordinator.

Abacus is an equal opportunity employer. Hiring decisions are made without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state, or local law.

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