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Technical Background Customer Service Liaison At Tax Goddess Business Services

Location: Scottsdale, Arizona

Job Description

Solid, growing, and lively/fun 100% digital, progressive, global, CPA firm is seeking a Customer Service Liaison with a technical background to assist our billable teams communicate well with the clients.

We are looking for someone with a fun-loving, flexible, motivated person who is detail oriented. Someone who has a strong work ethic, is confident, comforting in their communication with others, and can work with little supervision.

Position Location:

We are accepting overseas professionals for this position, but you must be willing to work within US hours (we can be flexible 3-4 hours on start/end times within reason to handle our US based clientele (8am-5pm Arizona time zone)). Your English language skills must be at a fluent level and your accent must be very “clear” to the American ear (it must come across to the clients’ as if you live in the USA currently).

Job Duties would include (but are not limited to):

  • Ensuring smooth, consistent, pleasant, and easy communications between the billable teams and the clients.
  • Following up with clients who are unclear / need more explanation on what is being asked
  • Coordinating the team and the clients for meetings, skype/video calls,
  • Assisting clients in completing tax organizers
  • Helping clients with documents, questions, issues (general / various)
  • Customer Service general duties (Quarterly calls with each client at a minimum, surveys, events, etc.)
  • Calming down / working with upset clients (if that occurs)
  • Managing the outflow of information (email drips, text messages, who should get what messages, when, etc.)
  • Working with Automations, Tech team, and Admin general to streamline and make the customers’ experience better every day/month/year
  • Manage a budget for the Customer Service tools, necessities, programs, etc, etc.
  • Look for ways to automate as much as possible (so you can spend more time with the actual customers)
  • Bringing up ideas that would help the team, help the client, or otherwise make life better!
  • Working as a team player to help get information in, out, done, and keep customers above and beyond happy!
  • Assisting sales team with new clients; onboarding of newly signed clients, etc.
  • Managing workloads across your division/team
  • Managing customer expectations
  • Managing projects to completion, timelines, and deadlines
  • Managing slack, comments, communications, telephone calls, SMS, etc. (for your team/division, and all clients)

Additional duties may include (but are not limited to):

  • Assisting the bookkeeping and tax teams if there is overflow technical work (which could include data entry, review, reconciliations, US Sales Tax preparation, Tax return workpaper organization, etc.)
  • Research of various tax topics and communicate findings to clients/Lead Bookkeeper/tax prep team
  • Communication with clients / government agencies / other staff
  • Training / Helping clients with QB issues / problem solving

Requirements for this position include:

  • Must pass background & credit check (for client security)
  • Must be proficient in Quickbooks desktop and online version
  • Must be proficient in G.Suite
  • Must be willing to work with our teams all over the world, different cultures, and personalities
  • Must have minimum 2 years’ experience in public accounting (bookkeeping or tax)

NOTE: Experience and understanding of a CPA firm during tax season is helpful, but not required. Also, knowledge of Xero, FreshBooks, Zoho Books, Insightly, G.Suite, and Slack are all considered a plus for this position. If you have experience inputting tax return(s), tax data, or other tax return related skills please inform us (specifics: types of returns, experience, any other details you wish to share).

Note that during tax season we work longer hours and weekends (40-50 hours range) (Feb-April and Aug-Oct normally). During the summer hours we drop to 35 hours range (May-July & Nov-Jan). You are compensated hourly.

Required Skills:

Successful candidates will possess high attention to detail, organizational (time and project management) ability, the ability to be flexible and work additional hours if needed by the tea. Successful candidates will have clear and precise communication skills, dependability, and the ability to work well with others and a variety of technologies.

Behavioral keywords of the person we are looking for to join our team:

  • Energy Level – self-starter, multi-tasker, driven, efficient, lively, endurance
  • Manageability – freedom, questioning, cooperative, friendly, flexible
  • Independence – minimal supervision, goal seeker, self-reliant, self-directed

To Apply:

1. Film a 3-5 minute video of yourself with the following information:

  • Overview of your previous roles applicable to this position.
  • The top three major accomplishments you had in these previous positions
  • Why you believe you would be the perfect fit for this position.

2. Film a second 3-5 minute video of questions you have for our team – things you want to know.


3.Film a video describing an “awful” customer service experience that you have experienced, and what you would have done to fix it (if you owned that company).