Customer Service Specialist | Enrolled Agent

Customer Service Specialist

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

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.

• 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.

• 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.

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

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.

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

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

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.

• 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 Linked In Learning

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or any other applicable legally protected characteristic.