Customer Service Manager

We are a growing tax and accounting firm in Phoenix seeking a detail-oriented and reliable Customer Service Manager to support our expanding client base. The Customer Service Manager is responsible for overseeing client-facing operations and ensuring the highest level of customer satisfaction for the firm. This role involves streamlining client communication processes, and working closely with accounting professionals to facilitate timely, accurate, and friendly client support. Key Responsibilities: • Coordinate with partners, accountants, and administrative staff to ensure smooth communication and workflow between clients and the firm. • Manage client onboarding processes, including document collection, portal setup, and initial communications. • Serve as the primary escalation point for client concerns, resolving issues with professionalism and urgency. • Support time and billing entries or client invoicing • Monitor and improve customer service procedures, policies, and standards. • Track client satisfaction through feedback tools (surveys, calls, etc.) and implement improvements. • Oversee client communication platforms, such as client portals, phones, email systems, and appointment scheduling tools. • Maintain confidentiality and compliance with accounting industry standards and privacy regulations. • Assist in scheduling tax season workflows, client meetings, and deadline reminders. Qualifications: • Bachelor’s degree in Business Administration, Accounting, or related field preferred. • 3+ years of customer service or office management experience; experience in a CPA firm or professional services setting is a plus. • Strong leadership and team management skills. • Excellent communication, problem-solving, and interpersonal skills. • High attention to detail and the ability to manage multiple tasks under tight deadlines. • Proficiency in office software (Microsoft Office Suite, Adobe Acrobat, etc.) and familiarity with accounting software or client portals (e.g., CCH Axcess, Intuit QuickBooks, Netsuite) is a plus. Job Type: Full-time Application Question(s): • How many years of experience as a Customer Service Manager or in a similar role in a CPA or accounting office do you have? • Are you comfortable commuting to this job's location (Downtown Phoenix)? • What are your salary expectations? Work Location: In person