Client Experience Associate - In-Office Support

Client Experience I – In-Office Support

Reports to:

Client Experience Manager

Location:

Edmond, OK

At Paul Hood, we are transforming the mid‑market CPA industry with an entirely new model. Our year‑round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long‑term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.

We are seeking a Client Experience I to support the day‑to‑day service needs of our in‑office members and deliver an experience rooted in our client‑first values. In this role, you will assist with onboarding, maintain ongoing member relationships, and ensure clients feel the value of their membership at every touchpoint. You will help resolve basic issues, support client inquiries, and identify opportunities to connect members with additional services aligned with their goals.

The ideal candidate will have experience in customer service or support roles, with a strong desire to grow their skills in client success. You bring foundational knowledge in service delivery, a willingness to learn, and a drive to support others.

To do this well, you’ll need to be detail‑oriented, proactive, and people‑focused. You should feel comfortable navigating client systems, communicating with empathy, and contributing to a collaborative, fast‑paced team environment. You’ll also need to be committed to continuous improvement and energized by helping members succeed through each phase of their journey.

• Scheduling, document preparation and scanning, resource coordination, taking client payments, and other administrative duties to ensure positive client interactions and operations throughout Paul Hood.
• Serve as a client advocate, adaptable, ready to learn new processes, with empathy for clients, and taking responsibility to ensure tasks are completed timely and clients have a great experience with Paul Hood to boost client retention and growth.
• Be the main point of contact in‑office for addressing client needs and developing relationships through in‑person interactions, phone, email, service tickets, etc., escalating high‑level complaints to the appropriate staff or department.
• Manage accurate client data and documentation utilizing Paul Hood’s software, tools, and technology to ensure a smooth flow of information and project coordination for clients and staff.
• Learn about different tax entities as well as how to assemble and review tax and invoice information with clients; investigate complicated statements and billing issues, knowing when to ask for help or escalating to more experienced staff.

• High school diploma or equivalent required.
• One year of customer service experience required.
• Data entry or call center experience strongly preferred.
• Experience with client relationship management software or project management software preferred.

• Personable with customer service skills and keeping the client in mind with all interactions.
• Loves client interactions, values creating meaningful connections, and has good written and verbal communication skills.
• Positive and collaborative team member.
• Organized with a crazy attention to detail and the ability to remember facts about clients.
• Loves to learn new skills and feels empowered and valued the more knowledge they gain.
• Can keep their cool in a high‑paced and at times stressful work environment.
• Tech‑savvy and knowledgeable with Microsoft Office suite and the ability to quickly learn new software and technology.
• Has street smarts and knows when information is confidential.
• Punctual and on time for work and/or work‑related events.

You will join a forward‑thinking team that is reshaping the future of the tax and accounting industry. With a strong commitment to diversity and inclusion, our gender‑balanced leadership group reflects our belief in the power of varied…