What are the responsibilities and job description for the Client Services & Operations Coordinator position at Tripi & Peer Tax and Accounting, LLC?
JOB DESCRIPTION
Client Services & Operations Coordinator
Webster, NY (In-office)Schedule
Full-time during tax season (Jan–Apr) · Part-time off-season (May–Dec)Compensation
About Tripi & Peer
Tripi & Peer Tax and Accounting, LLC is a growing local firm in the Webster/Rochester area serving small businesses, contractors, and individuals with tax preparation, bookkeeping, payroll, and tax planning. We're a small, close-knit team that takes our work seriously, but also likes to have FUN — we're building toward something. This role is a key part of that.
We use modern tools and we're actively improving our systems and client experience. We're looking for someone who's organized, proactive, and genuinely enjoys being the person who keeps things running smoothly.
Role Summary
The Client Services & Operations Coordinator is the first voice clients hear and the organizational backbone of our office. You'll manage client communication, scheduling, and intake — and you'll also own key operational workflows including our client portal, billing, and onboarding. This is not a passive front-desk role. We're looking for someone who takes ownership, spots problems before they become issues, and helps the firm run efficiently during one of the most demanding seasons in professional services.
Key Responsibilities
Client Communication & Front Desk
- Answer incoming phone calls professionally and warmly; route and resolve client inquiries
- Respond to client emails and portal messages in a timely manner
- Schedule appointments and manage the firm calendar for both partners
- Greet and assist walk-in clients during tax season
- Follow up with clients on missing documents, pending signatures, and outstanding items
Portal & Pipeline Management
- Own day-to-day management of the client portal
- Move jobs through the workflow pipeline and keep statuses current
- Send organizers, engagement letters, and document requests to clients
- Monitor pending client tasks and follow up proactively on incomplete items
- Ensure client records, contact information, and tags are accurate and up to date
Client Onboarding & Engagement Letters
- Guide new clients through the intake process from initial inquiry to signed engagement
- Prepare and send engagement letters & Organizers using firm templates
- Collect, Scan and organize client information and prior-year returns
- Set up new client records in our Practice Management System and QuickBooks Online as applicable
- Ensure new clients understand the firm's process, portal, and communication norms
Billing & Invoicing
- Prepare and send client invoices
- Track outstanding balances and follow up on past-due accounts professionally
- Process payments and record transactions accurately
- Assist with month-end billing reconciliation and reporting to partners
General Office Operations
- Manage incoming and outgoing mail; handle scanning and document filing
- Order office supplies and manage vendor relationships as needed
- Support partners with special projects and administrative tasks
- Help identify workflow inefficiencies and suggest improvements
What We're Looking For
Required
- 2 years of experience in an office, administrative, or client services role
- Excellent written and verbal communication — professional, warm, and clear
- Strong organizational skills and attention to detail; you don't let things fall through the cracks
- Comfortable learning new software; tech-proficiency is essential in this role
- Ability to manage competing priorities calmly during high-volume tax season
- Reliable, punctual, and discreet — we handle sensitive financial information every day
- Experience with Google Workspace and QuickBooks Online
Preferred (Nice to Have)
- Experience in a tax, accounting, legal, or financial services office
- Familiarity with TaxDome, QuickBooks Online, or similar practice management tools
- Experience with billing, invoicing, or accounts receivable
- Associate's or bachelor's degree in business, accounting, or related field
What Success Looks Like
In your first 30 days, you've learned our systems, can move jobs independently through TaxDome, and clients are getting timely responses without the partners having to chase things down.
In your first 90 days, billing is running smoothly, new client onboarding follows a consistent process, and you've identified at least one thing we could be doing better.
By your first tax season, you are the operational anchor of the office — the person the team relies on to keep the machine running when everything else is moving fast.
What We Offer
- Competitive hourly pay
- Seasonal schedule flexibility — reduced hours in the off-season give you summers back
- A small-team environment where your work is visible and valued
- Exposure to a modernizing firm with real opportunities to expand your role
- A supportive, professional atmosphere — no micromanagement, just clear expectations
How to Apply
Please send your resume and a brief note about why this role is a good fit for you to shawn@tripipeer.com. Applications without a note will not be considered — we want to hear how you think, not just where you've worked.
Tripi & Peer Tax and Accounting, LLC is an equal opportunity employer.