Client Success Coordinator

Rea•Lima, OH

About The Position

Rea is a growing Top 100 business advisory & accounting firm providing our clients services in tax, accounting, and business consulting. We have a ‘People First’ culture and we focus on our employees’ well-being and professional development. With over 400 professionals and locations throughout Ohio and Florida, our firm has a culture that respects a work-life balance for our team. We also provide competitive compensation and a robust benefits plan. The Client Success Coordinator supports the daily operations of our offices and plays a vital part in delivering high-quality service to both external clients and internal staff. Key responsibilities include the focus on efficient and accurate processing of tax returns, including both individual and business filings. This includes preparing and assembling paper and electronic returns, managing e-filing processes, and ensuring compliance with internal workflows and client communication protocols. The position requires regular use of systems such as GoFileRoom, Firmflow, CCH Axcess Tax, Scan & Autoflow, Safesend, and Suralink to manage documents, monitor return status, and update client records. In addition to these key responsibilities, this position also provides front desk coverage, managing communications, handling office logistics, and maintaining confidentiality and professionalism in all interactions.

Requirements

High school diploma or equivalent
3-5 years of experience in a professional office environment
Working knowledge of Microsoft Office applications (Outlook, Word, Excel and PowerPoint) and Adobe Acrobat including the design and format of documents and worksheets
Hands-on experience with office equipment (e.g. fax machines and printers)
Excellent verbal and written communication skills
Strong organization and prioritization skills
Ability to multitask and work under pressure
Ability to find the underlying cause of errors and assist with resolving those issues
Ability to work well in a team environment
Professional attitude and appearance
Ability to be resourceful and proactive when issues arise
Multitasking and time-management skills, with the ability to prioritize tasks
Exceptional customer service skills
10% - Travel to offsite team related events and meetings as needed

Nice To Haves

Prior experience in a CPA firm a plus

Responsibilities

Demonstrate a strong commitment to client service, supporting both external clients and internal clients
Respond to emails in a timely and professional manner during working hours
Uphold client confidentiality by using secure methods when sharing sensitive information
Provide coverage at the front desk during posted business hours
Greet and assist all visitors, clients, and team members entering the office
Answer and direct phone calls; ensure accurate and appropriate follow-up on any received information
Receive, sort, and distribute incoming mail and deliveries
Ensure front desk and reception area remain free of confidential client information (e.g., Social Security numbers, bank details)
Serve as a helpful point of contact for staff and clients
Maintain a clean and orderly office environment, including conference rooms, hoteling spaces, and shared areas
Coordinate onboarding and offboarding support related to staff workspace and supplies
Manage inventory and ordering of office, kitchen, and restroom supplies
Order food for team meetings and special events as needed
Keep supply areas organized and conduct regular reviews to purge or donate excess items
Utilize the Robin platform to manage workspace reservations
Encourage staff to reserve workspaces independently; proactively assist when appropriate
Monitor and review workspace reservations daily to ensure smooth usage
Ensure all shared spaces are clean, tidy, and ready for use
Operate and provide basic troubleshooting for office equipment, including sending and receiving faxes
Utilize PaperCut application and ensure paper is stocked I printers & copiers
Apply correct postage, manage certified mail, recharge postage machine, and allocate postage costs in Star
Weigh UPS packages, choose cost-effective options, log charges in Star
Set up Teams and other meeting tools in conference room areas as needed
Use Asset Essentials to submit maintenance tickets and escalate urgent facility issues
Enter office and staff expenses in Chrome River as needed
Assist in planning and executing office team-building events, including annual holiday party, internal celebrations and firmwide events such as Impact Day
Maintain accurate client records by updating Star and/or CRM with changes and new information
Process tax returns through print and assembly of paper returns, including applicable extensions and estimates, uploading electronic returns to Safesend to deliver to client, as well as batch extending returns and ensuring necessary documents are stored in GoFileRoom and updating workflow in Firmflow
E-file tax returns after signed engagement letter and signed 8879 are received through firm automated process
Monitor and address issues with automation processes and manually release returns in the e-filing program as needed
Utilize scan and autoflow for 1040 and 1041 returns to organize client documents, load documents to Autoflow for processing and validate returns
Utilize Firmflow to manage due dates, keeping the information in workflows accurate ensuring a workflow exists for every client & return that is processed
Keep CCH Axcess Tax up to date including new client creation and deactivating clients in CCH Client Manager, creating returns, updating returns, and rolling returns annually as needed
Utilize Suralink for client requests and distribution of organizers
Review and manage tax applications through frequent review and updating of Safesend returns, as well as daily review of Firmflow Pre-roll report & routing of workflows as needed
Provide extended support to the Tax Practice during peak periods, which may include working evenings and weekends as required