Client Experience I - In-Office Support

PaulHood•Columbia, MO

12d•Onsite

About The Position

At PaulHood, we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm. We are seeking a Client Experience I to support the day-to-day service needs of our in-office members and deliver an experience rooted in our client-first values. In this role, you will assist with onboarding, maintain ongoing member relationships, and ensure clients feel the value of their membership at every touchpoint. You will help resolve basic issues, support client inquiries, and identify opportunities to connect members with additional services aligned with their goals. The ideal candidate will have experience in customer service or support roles, with a strong desire to grow their skills in client success. You bring foundational knowledge in service delivery, a willingness to learn, and a drive to support others. To do this well, you’ll need to be detail-oriented, proactive, and people-focused. You should feel comfortable navigating client systems, communicating with empathy, and contributing to a collaborative, fast-paced team environment. You’ll also need to be committed to continuous improvement and energized by helping members succeed through each phase of their journey.

Requirements

High school diploma or equivalent required.
One year of customer service experience required.
You’re personable with customer service skills and keep the client in mind with all interactions.
You love client interactions, value creating meaningful connections, and have good written and verbal communication skills.
You’re a positive and collaborative team member.
You’re organized with a crazy attention to detail and the ability to remember facts about clients.
You love to learn new skills and feel empowered and valued the more knowledge you gain.
You can keep your cool in a high-paced and at times stressful work environment.
You are tech-savvy and know Microsoft Office suite and the ability to quickly learn new software and technology.
You have street smarts and know when information is confidential.
You are punctual and on time for work and/or work-related events.

Nice To Haves

Data entry or call center experience is strongly preferred.
Experience with client relationship management software or project management software is preferred.

Responsibilities

Perform scheduling, document preparation and scanning, resource coordination, taking client payments, and other administrative duties to ensure positive client interactions and operations throughout PaulHood.
Serve as a client advocate, being adaptable, ready to learn new processes, have empathy for clients, and take responsibility to ensure your tasks are completed timely and clients have a great experience with PaulHood to boost client retention and growth.
Be a main point of contact in-office for addressing client needs and developing relationships through in-person interactions, phone, email, service tickets, etc., escalating high-level complaints to the appropriate staff or department.
Manage accurate client data and documentation utilizing the PaulHood’s software, tools, and technology to ensure a smooth flow of information and project coordination for clients and staff.
Learn about different tax entities as well as how to assemble and review tax and invoice information with clients.
Learn how to look into complicated statements and billing issues, knowing when to ask for help or escalate to more experienced staff.