Customer Service Specialist

Abacus!, is hiring! Abacus! is an independent, full-service accounting and advisory firm specializing in accounting and consulting services for businesses and individuals. Join a rapidly growing organization with a strategic vision and dynamic plan

We are seeking a Customer Service Specialist to join our team.

We are committed to fostering a supportive and inclusive workplace where every
team member can thrive. Apply today to be part of a company that values its
people and their contributions!

Objective:

The Customer Service Specialist is responsible for resolving IRS and state tax notices, supporting clients through audit processes, and ensuring full tax compliance. This role serves as a liaison between clients and tax authorities, provides strategic advice on penalty relief and compliance issues, and ensures timely, accurate resolution of all tax-related correspondence. The ideal candidate is detail-oriented, experienced in audit defense, and skilled in delivering proactive, compliant solutions to reduce clients' tax burdens and improve their overall financial stability.

Essential Functions:

Analyze IRS and state tax notices, prepare accurate responses, and determine required actions for resolution.

Represent clients in correspondence and negotiations with the IRS and state authorities to resolve penalties, notices, and audits.

Prepare audit defense files, collect documentation, and provide guidance on audit expectations and strategies.

Conduct technical research to develop compliant responses and identify resolution opportunities.

Identify and apply for penalty abatements, tax relief programs, and settlement options.

Maintain accurate records of tax notice responses, resolutions, and client communications.

Collaborate with internal departments to support integrated tax resolution strategies.

Recommend and implement process improvements for handling tax notices and audit cases.

Educate clients on notice triggers and compliance practices to prevent recurring issues.

Utilize tax software and digital tools to manage client cases efficiently and compliantly.

Competencies:

Notice Review & Response:
Analyze and respond to federal and state tax notices with precision and in compliance with current regulations.

Client Advocacy:
Serve as the primary contact with tax authorities, representing client interests in audits, correspondence, and negotiations.

Audit Preparation:
Prepare supporting documentation and coach clients through audit-related processes and expectations.

Tax Research & Strategy:
Use authoritative tax research tools to develop defensible strategies and support responses.

Penalty Abatement:
Identify opportunities for penalty relief and manage the preparation and filing of abatement requests.

Documentation & Compliance:
Maintain detailed records of all correspondence, filings, and outcomes to meet compliance requirements.

Cross-Functional Collaboration:

Partner with tax, legal, and financial departments to provide a holistic, client-focused resolution experience.

Supervisory Responsibility

This position has no supervision responsibilities. He or she will have the Senior Tax Resolution Specialist as a supervisor.

Position Expectations & Work Environment

This is a full-time hourly non-exempt position. While performing the duties of this job, the employee works normal office hours (with guilt-free flexibility). Some weeks over 40 hours will be required.

Location & Travel

Based in Springfield, MO, but also serve employees in all Abacus! physical locations and those working remotely.

Required Education & Experience

Preferred Bachelor's degree in Accounting, Finance, or a related field. Enrolled Agent preferred.

Physical Demands

The physical demands described are representative of those necessary for an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description does not list all the duties of the job. You may be asked to perform other assignments and duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

Abacus!, one of the fastest growing firms in the regional area, is wholly dedicated to helping our clients achieve their financial objectives while also allowing our employees to reach their greatest potential. Our team of Abacus Professionals provide a distinctive level of service in tax, audit, accounting, and business consulting. Our passion for our clients and employees is the driving force behind all our work and the reason we are recognized as an entrepreneurial leader.

Your Abacus

Experience:

You'll find that things are distinctively different here at Abacus, and we're proud of it. We center on one key component: people. We foster an environment of growth,…