Client Services Associate

JUSTIN M OWENS CPA LLC Job Description: Client Services Associate

POSITION OVERVIEW The Client Services Associate is the primary point of contact for clients visiting or communicating with Justin M Owens CPA LLC. This role provides critical administrative support, ensures efficient office operations, drives virtual client onboarding, and fosters strong client relationships while upholding the firm's high standards of quality and confidentiality. JMO is evolving into a premier, high-touch boutique firm—a commitment reflected directly in our people and processes.

REPORTS TO Client Services Manager

KEY RESPONSIBILITIES

Client Reception & In-Person Experience

• Warmly greet all clients upon arrival, offer beverages, direct them to waiting room and notify staff.
• Help manage lobby flow and maintain clean, organized, fully stocked reception, public, and meeting spaces.
• Assist walk-in clients with digital kiosks, electronic signatures, document scanning, and online tax organizers.
• Process in-person and digital payments, issue client receipts as needed.

Calendar Management & Communication

• Answer incoming calls, address general questions, record accurate messages, and route inquiries to appropriate personnel.
• Accurately schedule appointments and maintain master calendars for the production team.
• Manage client email and postal mail correspondence; process daily incoming and outgoing mail.
• Coordinate and schedule firm events, team meals, and meeting logistics.

Digital Workflow & Client Portal Administration (TaxDome & CRM)

• Guide clients through initial setup, navigation, and basic troubleshooting for the TaxDome portal and mobile app.
• Monitor the TaxDome message center daily; answer status inquiries, assist with login/upload issues, and route complex accounting queries to technical staff.
• Administer onboarding processes for new, virtual, and recurring monthly clients—including engagement agreements, intake, and electronic signature collection.
• Track the missing documentation pipeline using automated reminders and direct follow-ups to ensure timely file progression.

Document Management & Tax Season Preparation

• Review submitted tax documents for completeness prior to handing them off to the tax preparation team.
• Scan, upload, index, and organize digital files in appropriate tax year folders on firm servers and portal systems.
• Print, process, or digitally package finalized tax returns, create invoices, and notify clients when returns are complete.
• Prepare materials for tax season (folders, envelopes, materials) and maintain/update annual client tracking lists (e.g., RMD lists).
• Shred physical documents in compliance with IRS security and Gramm-Leach-Bliley Act privacy standards.

General Office Support

• Open office daily (equipment startup, lighting) when first to arrive; perform light end-of-day upkeep (e.g., trash removal).
• Check mailboxes and drop box daily after opening office.
• Monitor supply levels and order approved office supplies as needed.
• Review and complete assigned daily tasks within TaxDome; assist administrative colleagues and perform other duties as assigned.

MINIMUM QUALIFICATIONS & SKILLS

• Presence: Strict requirement for 100% on-site presence during scheduled hours.
• Experience: 1–2 years of administrative, front-desk, or professional customer service experience.
• Technical Proficiency: Strong capabilities with cloud-based platforms (TaxDome or similar CRMs/portals), Microsoft Office, Google Workspace, and digital kiosk operations.
• Communication & Service: Exceptional verbal and written communication skills; positive, patient, and welcoming approach to client service.
• Organization & Ethics: High attention to detail, must be driven and take initiative, strong multitasking abilities, dependability, and strict adherence to client confidentiality laws (Gramm-Leach-Bliley Act).

WORK SCHEDULE

• Office Operating Hours: 8:00 AM – 5:00 PM (Lunch break: 12:00 PM – 1:00 PM).
• Schedule: Full-time / Up to 40 hours per week scheduled within core business hours as coordinated with management.

Pay: From $18.50 per hour

Expected hours: 40.0 per week

Benefits:

• Paid time off
• Retirement plan

Work Location: In person

Salary : $19