- 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.
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