Customer Success Representative (CSR)

Capstone•Bend, OR

14d

About The Position

We are a multifaceted CPA firm with 16 offices across the Pacific Northwest providing financial and tax planning to our business and personal clients by offering payroll, bookkeeping, auditing, and tax services. We have close relationships with financial advisors and family attorneys which enable us to provide a full array of services to our clients under one roof. The Client Success Representative (CSR) owns the client relationship for document collection and delivery of results — communication and retrieval across every channel for an assigned coverage area under Capstone's coverage-based staffing model. The CSR hands off a complete, ready engagement to the Intake Team once all documents are in, supports the partner in charge with client communication once work is complete, and remains the client's point of contact through the life of the engagement.

Requirements

2+ years administrative or office coordination experience; professional services environment preferred.
High level of initiative
Notary certification preferred, or willingness to obtain within 90 days.
Able to support more than one office location where coverage areas are shared.
Detailed, accurate service that is friendly and customer oriented

Responsibilities

Serve as the primary point of contact for client communication: requesting documents, answering questions, and following up on missing items across all channels.
Retrieve and organize all client documents for an engagement.
Receive, open, and prepare physical mail and dropped-off client documents for scanning.
Greet walk-in clients and manage in-person document drop-off and pickup.
Provide notary services and collect wet signatures where required.
Mark the engagement ready and hand it off to the Intake Team once the full document set is received.
Assist the partner in charge with client communication and delivering completed results — coordinating scheduling, messaging, and delivery logistics once work is finished.
Maintain physical filing systems and office records retention.
Coordinate office supplies, equipment, and vendor needs.
Flag new client onboarding and new engagements to the Client Logistics Team.
Serve as the local point of contact for staff and clients on administrative matters, across the full assigned coverage area.