Client Service Representative

VirtueStaff is seeking an empathetic and detail-oriented Client Service Representative on behalf of our client, a professional accounting and tax services firm. In this full-time role, you will act as the primary point of contact for clients, managing high-volume incoming phone calls, emails, and SMS communications. Utilizing platforms such as Karbon, HubSpot, and Salesmsg, you will provide prompt status updates, document client interactions, and ensure technical tax inquiries are accurately routed to the appropriate accounting professionals. This position requires prior experience supporting professional services, strong organizational discipline, and strict discretion when handling sensitive financial data.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• Work From Home
• Performance Bonus