Client Service & Office Administrator

NOTE: This position requires on-site presence and is not a remote role.

1. Client Service Administrator Duties:

a. Interaction with firm clients:

• Greet clients and maintain positive relationship with customers – be the front office face of the firm
  • ·Assist with systems to identify & manage client expectations
  • ·Assist with efforts to measure & monitor client satisfaction & loyalty
• Answer phone, take messages & check voicemail daily to forward to the correct person
• Assist clients with drop off and pick up of information, including assistance with completing tax forms (signatures and payments)
• Manage quality and timeliness of all deliverables promised to clients.
  • Serve as a link between staff and management (including dissemination of information to all appropriate personnel)
  • Confirm appointments with clients, including pulling tax files and filing out interview sheet for appointments

b. Support for accounting & tax services to clients

• Track & monitor client information
  • Log client tax return information dropped off
  • Log and forwarding all packages received
• Advise R&N Operations Manager of any issues scanning of tax documents into on-line filing system
• Process and distribute completed client tax returns and/or client financial information for pick-up or other delivery methods
• Assist with client contact management and client marketing activities
  • Maintain & update client database information in Microsoft Outlook & third-party contact management software – including additions, deletions, and changes such as name, address, email, phone number, etc.
  • Send various client emails
  • Support other marketing or client contact efforts as requested
• Assist with preparation of annual tax season checklist for completeness & accuracy
• Assist with solving problems to maintain and improve efficient workflow

c. Mail and/or email various reports & information to clients as needed (e.g. quarterly payroll reports, annual reports, etc.)

d. Assist with collection process from firm’s clients

• Accept payments, including credit cards, from clients
• Record client payments in both the firm’s practice management software and accounting system
• Create & make bank deposits
• Distribute monthly client statements

2. Office Administrator Duties:

a. Provide weekly update to Management Team, including client satisfaction issues

b. Open & sort all incoming mail

c. Manage vendor relations for office services, including payments as needed

d. Upkeep of physical office

• Maintain a clean & organized appearance in the reception area, conference room and copy room
• Provide updates to R&N Operations Manager to ensure adequate inventory of office supplies forms & checklists at all times
• Water plants

3. During off-tax season, assist Management Team with projects

4. Performance Profile/Qualifications:

a. Excellent verbal, quantitative and presentation skills along with a positive attitude. A smiling disposition and “people skills” are a must.

b. Detail obsessed & ability to meet deadlines efficiently in a faced-paced environment

c. Comprehensive understanding of a CPA firm is a plus

d. Software experience – Outlook, Word, PowerPoint, Excel, QuickBooks

e. Ability to be a self-starter and able to move ahead with minimum supervision

f. Process-oriented, with the ability to manage many tasks at once

g. Excellent ability to work with a diverse group of people with successful results

h. Ability to learn new technology & new processes that the firm introduces in the work environment along with being able to simultaneously navigate multiple software programs on a daily basis

i. Implementing ideas, policies and procedures to insure that we exceed client expectations.

big firm capabilities with small firm personality, professional company culture