Customer Service Representative

Customer Service Representative

As 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 Responsibilities

• Engage with clients via phone, email, and in-person interactions in a professional and timely manner
• Support client onboarding, retention, and service inquiries
• Review customer accounts for contract changes and service level updates
• Communicate complex financial information clearly and professionally
• Prepare professional correspondence for third-party financial requests
• Handle inbound email and inbound/outbound phone communication using best practices
• Document client interactions and maintain accurate records per firm procedures
• Gather and input client data into internal systems
• Guide and assist walk-in clients with clarity and professionalism
• Take ownership of client requests and ensure follow-through within firm policies
• Collaborate with Transportation Tax and Accounting teams to deliver quality outcomes
• Contribute to process improvements and team efficiency initiatives
• Support team goals and assist colleagues as needed
• Assist in managing operations within the Pittston PRIME Hub call center

Core Competencies

• Strong customer service experience, including handling complaints and resolving complex issues
• Ability to communicate complex information with clarity, professionalism, and empathy
• Excellent written and verbal communication skills
• Strong phone presence (voice quality, grammar, listening skills)
• Ability to thrive in a fast-paced, goal-oriented environment
• Strong organizational, multitasking, and time management skills
• Detail-oriented with strong analytical and problem-solving abilities
• Ability to work both independently and collaboratively
• Maintain strict client confidentiality

Technical Skills:

• Microsoft Office (Word, Excel, PowerPoint)
• CRM and call center systems
• Ability to learn and navigate internal software platforms

Compensation & Benefits

We offer a competitive and transparent total compensation package:

• Competitive hourly rate based on experience
• Total compensation model including:
  • Base hourly rate
  • Performance-based incentive (Balanced Scorecard program)
• Incentives earned and partially paid monthly based on performance
• 192 hours of PTO annually
• Health and dental insurance (employee-only options fully covered)
• Company-paid short-term and long-term disability
• Company-paid life insurance
• Safe Harbor 401(k) with employer contributions

Position Details

• Full-time, non-exempt position (eligible for overtime)
• Standard schedule aligned with office hours; some weeks may exceed 40 hours
• In-office role

Qualifications

• 12 years of customer support experience preferred
• Strong customer service mindset with goal-oriented approach

Physical Requirements

• Ability to sit and work at a computer for extended periods
• Frequent communication via phone and computer
• Close vision and ability to adjust focus
• Reasonable accommodations may be made as needed

Additional Requirements

• Ability to pass a CJIS background check

This 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, 2025
• An Inside Public Accounting's Fastest Growing Firm in the U.S. - 2024
• Accounting Today's No. 16 Fastest-Growing Firm in the U.S. 2024
• An Accounting Today's Top Regional Leader in the Midwest 2023, 2024
• Inside Public Accounting's Best of the Best Firms 2023
• A Biz 417's Best Place to Work 2021, 2022, 2023, 2024, 2025
• An Accounting Today's Top 100 Best Firms to Work For 2009, 2010, 2020
• 2021 Better Business Bureau Torch Award Recipient highlighting ethics and quality
• Finalist for Springfield Business Journal's Economic Impact Awards 2021, 2023

Equal Opportunity

We 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.