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.

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 Pittston PRIME Hub call center

Requirements

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; Microsoft Office (Word, Excel, PowerPoint); CRM and call center systems; Ability to learn and navigate internal software platforms; Strong customer service mindset with goal-oriented approach; Ability to pass a CJIS background check; Ability to sit and work at a computer for extended periods; Frequent communication via phone and computer; Close vision and ability to adjust focus

Nice to have

1–2 years of customer support experience preferred

Benefits

Competitive hourly rate based on experience; Total compensation model including base hourly rate and 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; Health, Dental, and Vision Insurance (with options for fully paid employee only coverage for health and dental); Company-Paid Life and Long-Term Disability Insurance; Ancillary Benefits such as supplemental life insurance and short-term disability options; Classic Safe Harbor 401(k) Plan with employer contributions; Opportunities for professional growth, learning, and development including access to Becker and LinkedIn Learning