Customer Service Representative

Abacus! is hiring a Customer Service Specialist to resolve IRS and state tax notices, support clients through audits, and ensure tax compliance. This role acts as a liaison between clients and tax authorities, provides strategic advice on penalty relief and compliance issues, and ensures timely, accurate resolution of all tax‑related correspondence. Essential Functions Analyze IRS and state tax notices, prepare accurate responses, and determine required actions for resolution. Represent clients in correspondence and negotiations with the IRS and state authorities to resolve penalties, notices, and audits. Prepare audit defense files, collect documentation, and provide guidance on audit expectations and strategies. Conduct technical research to develop compliant responses and identify resolution opportunities. Identify and apply for penalty abatements, tax relief programs, and settlement options. Maintain accurate records of tax notice responses, resolutions, and client communications. Collaborate with internal departments to support integrated tax resolution strategies. Recommend and implement process improvements for handling tax notices and audit cases. Educate clients on notice triggers and compliance practices to prevent recurring issues. Utilize tax software and digital tools to manage client cases efficiently and compliantly. Competencies Notice Review & Response: Analyze and respond to federal and state tax notices with precision and compliance. Client Advocacy: Serve as the primary contact with tax authorities, representing client interests. Audit Preparation: Prepare supporting documentation and coach clients through audit-related processes. Tax Research & Strategy: Use authoritative tools to develop defensible strategies and support responses. Penalty Abatement: Identify opportunities for penalty relief and manage abatement requests. Documentation & Compliance: Maintain detailed records of correspondence, filings, and outcomes. Cross‑Functional Collaboration: Partner with tax, legal, and financial departments. Supervisory Responsibility This position has no supervision responsibilities. The employee reports to the Senior Tax Resolution Specialist. Position Expectations & Work Environment This is a full‑time hourly non‑exempt position. The employee works normal office hours, with occasional weeks of over 40 hours. Location & Travel Based in Springfield, MO, the role supports employees at Abacus! physical locations and remote locations. Required Education & Experience Preferred Bachelor's degree in Accounting, Finance, or related field. Enrolled Agent preferred. Physical Demands Must be able to talk, hear; vision abilities required: close vision and focus. Reasonable accommodations may be provided. Compensation & Benefits The total rewards package includes base salary and benefits. Competitive base salary; benefits include: Health, Dental, Vision Insurance Company‑Paid Life and Long‑Term Disability Insurance Supplemental life insurance and short‑term disability options Classic Safe Harbor 401(k) Plan with employer contributions Professional growth and development opportunities Equal Opportunity We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or any other applicable legally protected characteristic. #J-18808-Ljbffr