Customer Service Representative

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Customer Service Representative
As a Customer Service Representative at Abacus, you serve as a frontline ambassador for the firm, delivering exceptional service across all client interactions. This role is responsible for engaging with clients via phone, email, and in-person meetings to support client onboarding, retention, and ongoing service needs, while also assisting internal accounting teams with client-related initiatives. Key Responsibilities Engage with clients via phone, email, and in-person interactions in a professional and timely manner Support client onboarding, retention, and service inquiries Review customer accounts for contract changes and service level updates Communicate complex financial information clearly and professionally Prepare professional correspondence for third-party financial requests Handle inbound email and inbound/outbound phone communication using best practices Document client interactions and maintain accurate records per firm procedures Gather and input client data into internal systems Guide and assist walk-in clients with clarity and professionalism Take ownership of client requests and ensure follow-through within firm policies Collaborate with Transportation Tax and Accounting teams to deliver quality outcomes Contribute to process improvements and team efficiency initiatives Support team goals and assist colleagues as needed Assist in managing operations within the Salt Lake City PRIME Hub call center Core Competencies Strong customer service experience, including handling complaints and resolving complex issues Ability to communicate complex information with clarity, professionalism, and empathy Excellent written and verbal communication skills Strong phone presence (voice quality, grammar, listening skills) Ability to thrive in a fast-paced, goal-oriented environment Strong organizational, multitasking, and time management skills Detail-oriented with strong analytical and problem-solving abilities Ability to work both independently and collaboratively Maintain strict client confidentiality Technical Skills: Microsoft Office (Word, Excel, PowerPoint) CRM and call center systems Ability to learn and navigate internal software platforms Compensation & Benefits We offer a competitive and transparent total compensation package: Competitive hourly rate based on experience Total compensation model including:
Base hourly rate Performance-based incentive (Balanced Scorecard program)
Incentives earned and partially paid monthly based on performance 192 hours of PTO annually Health and dental insurance (employee-only options fully covered) Company-paid short-term and long-term disability Company-paid life insurance Safe Harbor 401(k) with employer contributions Position Details Full-time, non-exempt position (eligible for overtime) Standard schedule aligned with office hours; some weeks may exceed 40 hours In-office role Qualifications 12 years of call center or customer support experience preferred Strong customer service mindset with goal-oriented approach Physical Requirements Ability to sit and work at a computer for extended periods Frequent communication via phone and computer Close vision and ability to adjust focus Reasonable accommodations may be made as needed Additional Requirements Ability to pass a CJIS background check This job description does not list all the duties of the job. You may be asked to perform other assignments and duties. You will be evaluated in part based on your performance of the tasks listed in this job description. Our Award-Winning Firm: We're proud to be recognized by local, regional, and national organizations for our distinctive culture, great work environment, and our focus on ethics, quality, and economic impact. Abacus' distinctions include: Inside Public Accounting's Top 300 Firm in the U.S. #280
2024, 2025 An Inside Public Accounting's Fastest Growing Firm in the U.S. - 2024 Accounting Today's No. 16 Fastest-Growing Firm in the U.S.
2024 An Accounting Today's Top Regional Leader in the Midwest
2023, 2024 Inside Public Accounting's Best of the Best Firms
2023 A Biz 417's Best Place to Work
2021, 2022, 2023, 2024, 2025 An Accounting Today's Top 100 Best Firms to Work For
2009, 2010, 2020 2021 Better Business Bureau Torch Award Recipient
highlighting ethics and quality Finalist for Springfield Business Journal's Economic Impact Awards
2021, 2023
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Location:
Salt Lake City

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