Customer Service Representative

Crete Professionals Alliance • Salt Lake City, UT

25d • Onsite

About The Position

As a customer service representative at Abacus, you play a crucial role as a frontline ambassador for our organization, responsible for delivering an exceptional level of service in every client interaction. Your primary responsibilities include engaging with clients through phone, in person meetings, and email communication to facilitate client onboarding, foster client retention and provide invaluable support to our accounting team members in their project endeavors.

Requirements

• Experience with handling customer complaints, fixing customer issues, or resolving complex situations
• Ability to share complex information with professionalism, consideration, and clarity
• Excellent written and oral communication skills
• Strong telephone skills, including voice quality, enunciation, grammar, listening
• Punctual and reliable work attendance
• The ability to succeed in a fast-paced goal, oriented environment
• Ability to work at a computer station for several hours
• Well organized with good time management and multi-tasking skills
• Works well in a team environment and ability to maintain positive relationships with work teams and customers/clients
• Excellent problem-solving and analytical skills
• Strong attention to detail
• Maintain confidentiality regarding clients
• Ability to work and think independently
• Must be able to develop working knowledge of in-house software packages.
• Pass a CJIS background check
• 1-2 years of inbound/outbound call center/customer support experience preferred
• Solid customer service skills and strong goal orientation

Nice To Haves

• Preferred experience using Microsoft Office applications and proficiency with office and call-center software, e.g., web browsers, Word, Excel, PowerPoint, and CRM.

Responsibilities

• Review customer accounts for changes to contract and selected service levels
• Sharing and clarifying complex financial information for customers
• Provide professional letters for third parties requesting detailed customer financial information
• Help current and prospective clients with their information needs
• Employ best practices for handling of inbound email inquiries and in/outbound telephone communication.
• Acquire and maintain company and technical knowledge needed to assure quality response to client inquiries.
• Master and employ client care as it relates to telephone engagement.
• Contribute to team process improvement efforts designed to deliver efficient and client-centric outcomes.
• Perform contact documentation and reporting tasks as listed in firm procedures
• Support accomplishment of personal and team goals.
• Work within and support the Process Driven Environment of the Customer Care Call Center.
• Collaborate with Transportation Tax and Accounting teams to produce quality outcomes for clients.
• Support other team members as needed.
• Gather information from clients and enter information into database
• Deliver information to clients in a clear, concise manner
• Answer phone and email communication in a positive and professional manner.
• Guide and assist walk-in clients with clarity and consideration
• Take ownership of tasks involved to fulfill client’s expectation within our firm’s policies and procedures.
• Set up and manage call center in the Salt Lake City, PRIME Hub.

Benefits

• Competitive hourly rate based on experience and qualifications
• Compensation for this role is designed to reflect both core responsibilities and individual contribution. This position is paid on an hourly basis using a total compensation model, which includes a base hourly rate plus performance-based incentive pay through the firm’s Balanced Scorecard (BSC) program. Incentive pay is earned and a portion paid monthly based on individual performance and is included as part of the role’s total compensation.
• 192 hours of PTO/year
• Health and dental insurance with fully paid employee-only options
• Company-paid short-term and long-term disability insurance
• Company-paid life insurance
• Safe Harbor 401(k) with employer contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed