客户成功与行政协调员 | 税务与会计事务所
Client Success & Administrative Coordinator | Tax & Accounting Firm
职位概述
我们的客户正在寻找一位高度有条理、以客户为中心并富有同理心的客户成功与行政协调员，作为潜在和现有客户的首要联系人。该职位结合客户沟通、发现通话管理、行政支持以及轻量级销售职责，服务于一家快速发展的会计和税务公司。
理想的候选人应具备会计、簿记、税务或金融服务行业的相关经验，并拥有出色的客户服务技能。他们需要能够处理客户咨询、进行发现通话、管理多渠道的沟通，并支持内部行政工作。
主要职责
客户沟通与关系管理
- 通过电话、电子邮件、CRM 和客户门户成为客户的首要联系人。
- 管理客户内外部的沟通。
- 专业且及时地回应客户咨询。
- 提供优质的客户服务，同时展现同理心、耐心和专业性。
- 跟进客户关于未完成请求、文件和未付发票的情况。
发现通话与客户资格审核
- 与潜在客户进行发现通话。
- 识别客户需求并确定合适的业务服务。
- 回答基础的会计和税务相关问题。
- 对客户进行资格审核并在适当的时候安排策略会议。
- 在 CRM 中保持详细的记录和笔记。
行政支持
- 协调客户入职流程。
- 更新和维护 CRM 记录。
- 协助文档编制、工作流程和标准操作程序（SOP）。
- 支持行政项目和运营改进。
- 协助实施与公司向北卡罗来纳州扩展相关的更新。
客户外联与参与
- 对已存在于公司生态系统的现有潜在客户和客户进行热外联。
- 跟进通过营销渠道和社会媒体渠道产生的咨询。
- 重新激活不活跃的潜在客户和客户。
- 支持客户留存和关系建设活动。
账单与报告支持
- 通过 QuickBooks 协助客户开票。
- 按要求提供基本的客户报告。
- 跟踪并跟进未付款项。
查看英文原文
Position Overview
Our client is seeking a highly organized, client-focused, and empathetic Client Success and Administrative Coordinator to serve as the primary point of contact for prospective and existing clients. This role combines client communications, discovery call management, administrative support, and light sales responsibilities within a growing accounting and tax firm.
The ideal candidate will have prior experience in the accounting, bookkeeping, tax, or financial services industry and possess exceptional customer service skills. They must be comfortable handling client inquiries, conducting discovery calls, managing communications across multiple channels, and supporting internal administrative initiatives.
Key Responsibilities
Client Communications and Relationship Management
- Serve as the first point of contact for clients via phone, email, CRM, and client portals.
- Manage inbound and outbound client communications.
- Respond to client inquiries professionally and promptly.
- Provide excellent customer service while demonstrating empathy, patience, and professionalism.
- Follow up with clients regarding outstanding requests, documentation, and open invoices.
Discovery Calls and Lead Qualification
- Conduct discovery calls with prospective clients.
- Identify client needs and determine appropriate services.
- Answer basic accounting and tax-related questions.
- Qualify leads and schedule strategy sessions when appropriate.
- Maintain detailed notes and records within the CRM.
Administrative Support
- Coordinate client onboarding processes.
- Update and maintain CRM records.
- Assist with documentation, workflows, and standard operating procedures (SOPs).
- Support administrative projects and operational improvements.
- Help implement updates related to the firm's expansion into North Carolina.
Client Outreach and Engagement
- Conduct warm outreach to existing leads and prospects already within the firm's ecosystem.
- Follow up on inquiries generated through marketing channels and social media funnels.
- Re-engage inactive leads and clients.
- Support client retention and relationship-building initiatives.
Billing and Reporting Support
- Assist with client invoicing through QuickBooks.
- Provide basic client reports upon request.
- Track and follow up on unpaid invoices.
Required Qualifications
Must-Have Experience
- Minimum 3–4 years of experience in an administrative, client services, virtual assistant, or customer success role.
- Experience working within an accounting, bookkeeping, tax, financial services, or related professional services environment.
- Basic understanding of:
- Tax preparation
- Accounting principles
- Bookkeeping concepts
- Small business financial operations
- Strong verbal and written communication skills.
- Experience handling client calls and customer service interactions.
Technical Skills
- Microsoft Outlook
- Microsoft Teams
- Microsoft 365 Suite
- CRM systems
- QuickBooks (or willingness to learn quickly)
Preferred Experience
- Experience with tax or accounting firm CRMs (TaxDome or similar platforms).
- Client onboarding experience.
- Lead qualification and discovery call experience.
- Experience supporting professional service firms.
Soft Skills and Personal Attributes
The ideal candidate will be:
- Compassionate and empathetic
- Patient and attentive
- Highly organized
- Detail-oriented
- Professional and trustworthy
- Comfortable discussing financial matters with clients
- Proactive and resourceful
- Able to balance customer service with business development objectives
Sales and Business Development Exposure
While this is not a dedicated sales role, the candidate should be comfortable:
- Discussing firm services with prospective clients
- Identifying client needs
- Guiding prospects toward appropriate solutions
- Converting qualified inquiries into booked appointments or strategy sessions
- Communicating naturally without sounding overly scripted
Success Measures
Success in this role will be measured by:
- Client satisfaction and responsiveness
- Discovery call effectiveness
- Timely client onboarding
- CRM accuracy and organization
- Reduction in outstanding client communications
- Follow-up completion rates
- Overall quality of customer service experience
Ideal Candidate Profile
A seasoned virtual assistant, client success coordinator, or administrative professional with accounting or tax industry experience who genuinely enjoys helping people, can confidently discuss basic tax and accounting matters, and excels at building strong client relationships while supporting business operations.
Why Join Assist World?
100% REMOTE
$50 birthday bonus
$200 testimonial bonus
$500 entry monthly raffle
NO TRACKER. NO PROBLEM