Customer Service Representative

Customer Service RepresentativeAs a Customer Service Representative at Abacus, you serve as a frontline ambassador for the firm, delivering exceptional service across all client interactions. This role is responsible for engaging with clients via phone, email, and in-person meetings to support client onboarding, retention, and ongoing service needs, while also assisting internal accounting teams with client-related initiatives.Key ResponsibilitiesEngage with clients via phone, email, and in-person interactions in a professional and timely mannerSupport client onboarding, retention, and service inquiriesReview customer accounts for contract changes and service level updatesCommunicate complex financial information clearly and professionallyPrepare professional correspondence for third-party financial requestsHandle inbound email and inbound/outbound phone communication using best practicesDocument client interactions and maintain accurate records per firm proceduresGather and input client data into internal systemsGuide and assist walk-in clients with clarity and professionalismTake ownership of client requests and ensure follow-through within firm policiesCollaborate with Transportation Tax and Accounting teams to deliver quality outcomesContribute to process improvements and team efficiency initiativesSupport team goals and assist colleagues as neededAssist in managing operations within the Pittston PRIME Hub call centerCore CompetenciesStrong customer service experience, including handling complaints and resolving complex issuesAbility to communicate complex information with clarity, professionalism, and empathyExcellent written and verbal communication skillsStrong phone presence (voice quality, grammar, listening skills)Ability to thrive in a fast-paced, goal-oriented environmentStrong organizational, multitasking, and time management skillsDetail-oriented with strong analytical and problem-solving abilitiesAbility to work both independently and collaborativelyMaintain strict client confidentialityTechnical Skills:Microsoft Office (Word, Excel, PowerPoint)CRM and call center systemsAbility to learn and navigate internal software platformsCompensation & BenefitsWe offer a competitive and transparent total compensation package:Competitive hourly rate based on experienceTotal compensation model including: Base hourly ratePerformance-based incentive (Balanced Scorecard program)Incentives earned and partially paid monthly based on performance192 hours of PTO annuallyHealth and dental insurance (employee-only options fully covered)Company-paid short-term and long-term disabilityCompany-paid life insuranceSafe Harbor 401(k) with employer contributionsPosition DetailsFull-time, non-exempt position (eligible for overtime)Standard schedule aligned with office hours; some weeks may exceed 40 hoursIn-office roleQualifications1–2 years of customer support experience preferredStrong customer service mindset with goal-oriented approachPhysical RequirementsAbility to sit and work at a computer for extended periodsFrequent communication via phone and computerClose vision and ability to adjust focusReasonable accommodations may be made as neededAdditional RequirementsAbility to pass a CJIS background checkThis job description does not list all the duties of the job. You may be asked to perform other assignments and duties. You will be evaluated in part based on your performance of the tasks listed in this job description.Our Award-Winning Firm:Inside Public Accounting's Top 300 Firm in the U.S. #280 – 2024, 2025An Inside Public Accounting's Fastest Growing Firm in the U.S. - 2024Accounting Today's No. 16 Fastest-Growing Firm in the U.S. – 2024An Accounting Today's Top Regional Leader in the Midwest – 2023, 2024Inside Public Accounting's Best of the Best Firms – 2023A Biz 417's Best Place to Work – 2021, 2022, 2023, 2024, 2025An Accounting Today's Top 100 Best Firms to Work For – 2009, 2010, 20202021 Better Business Bureau Torch Award Recipient – highlighting ethics and qualityFinalist for Springfield Business Journal's Economic Impact Awards – 2021, 2023Equal OpportunityWe are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or any other applicable legally protected characteristic.