Client Success Coordinator

Rea is a growing Top 100 business advisory & accounting firm providing our clients services in tax, accounting, and business consulting.  We have a ‘People First’ culture and we focus on our employees’ well-being and professional development. With over 400 professionals and locations throughout Ohio, our firm has a culture that respects a work-life balance for our team. We also provide competitive compensation and a robust benefits plan.

The Client Success Coordinator-FEB supports the daily operations of our offices and plays a vital part in delivering high-quality service to both external clients and internal staff. Key responsibilities include the focus on efficient and accurate processing of tax returns, including both individual and business filings. This includes preparing and assembling paper and electronic returns, managing e-filing processes, and ensuring compliance with internal workflows and client communication protocols. The position requires regular use of systems such as GoFileRoom, Firmflow, CCH Axcess Tax, Scan & Autoflow, Safesend, and Suralink to manage documents, monitor return status, and update client records. In addition to these key responsibilities, this position also provides front desk coverage, managing communications, handling office logistics, and maintaining confidentiality and professionalism in all interactions.

Job Duties

Client Success Coordinator: Core duties

• Demonstrate a strong commitment to client service, supporting both external clients and internal clients
• Respond to emails in a timely and professional manner during working hours
• Uphold client confidentiality by using secure methods when sharing sensitive information
• Provide coverage at the front desk during posted business hours
• Greet and assist all visitors, clients, and team members entering the office
• Answer and direct phone calls; ensure accurate and appropriate follow-up on any received information
• Receive, sort, and distribute incoming mail and deliveries
• Ensure the front desk and reception area remain free of confidential client information (e.g., Social Security numbers, bank details)
• Serve as a helpful point of contact for staff and clients
• Maintain a clean and orderly office environment, including conference rooms, hoteling spaces, and shared areas
• Coordinate onboarding and offboarding support related to staff workspace and supplies
• Manage inventory and ordering of office, kitchen, and restroom supplies
• Order food for team meetings and special events as needed
• Keep supply areas organized and conduct regular reviews to purge or donate excess items
• Utilize the Robin platform to manage workspace reservations
• Encourage staff to reserve workspace independently; proactively assist when appropriate
• Monitor and review workspace reservations daily to ensure smooth usage
• Ensure all shared spaces are clean, tidy, and ready for use
• Operate and provide basic troubleshooting for office equipment, including sending and receiving faxes
• Utilize PaperCut application and ensure paper is stocked I printers & copiers
• Apply correct postage, manage certified mail, recharge postage machine, and allocate postage costs in Star
• Weigh UPS packages, choose cost-effective options, log charges in Star
• Set up Teams and other meeting tools in conference room areas as needed
• Use Asset Essentials to submit maintenance tickets and escalate urgent facility issues
• Enter office and staff expenses in Chrome River as needed
• Assist in planning and executing office team-building events, including annual holiday parties, internal celebrations and firmwide events such as Impact Day
• Maintain accurate client records by updating Star and/or CRM with changes and new information
• Billing responsibilities as needed by office
• Other duties as assigned or needed by office/practice area

Client Success Coordinator–FEB: Specific duties

• Process tax returns through print and assembly of paper returns, including applicable extensions and estimates, uploading electronic returns to Safesend to deliver to client, as well as batch extending returns and ensuring necessary documents are stored in GoFileRoom and updating workflow in Firmflow
• E-file tax returns after signed engagement letter and signed 8879 are received through firm automated process
• Monitor and address issues with automation processes and manually release returns in the efiling program as needed
• Utilize scan and autoflow for 1040 and 1041 returns to organize client documents, load documents to Autoflow for processing and validate returns
• Utilize Firmflow to manage due dates, keeping the information in workflows accurate ensuring a workflow exists for every client & return that is processed
• Keep CCH Axcess Tax up to date including new client creation and deactivating clients in CCH Client Manager, creating returns, updating returns, and rolling returns annually as needed
• Review and manage tax applications through frequent review and updating of Safesend returns, as well as daily review of Firmflow Pre-roll report & routing of workflows as needed
• Provide extended support to the Tax Practice during peak periods, which may include working evenings and weekends as required
• Prepare and deliver client financial statements in accordance with client preferences
• Ensure timely and accurate delivery of finalized financial statements to clients
• Complete the lockdown process in compliance with firm policies and established timelines
• Support the Resource Manager with administrative and coordination tasks as needed
• Proofread financial statements to ensure accuracy, formatting, and adherence to firm standards
• Utilize Suralink to manage client document requests, including distribution and follow-up on request lists
• Inactivate outdated or former client records as appropriate
• Provide extended support to the Assurance Practice during peak periods, which may include working evenings and weekends as required

Knowledge, Skills, and Abilities

• Working knowledge of Microsoft Office applications (Outlook, Word, Excel and PowerPoint) and Adobe Acrobat including the design and format of documents and worksheets
• Hands-on experience with office equipment (e.g. fax machines and printers)
• Excellent verbal and written communication skills
• Strong organization and prioritization skills
• Ability to multitask and work under pressure
• Ability to find the underlying cause of errors and assist with resolving those issues
• Ability to work well in a team environment
• Professional attitude and appearance
• Ability to be resourceful and proactive when issues arise
• Multitasking and time-management skills, with the ability to prioritize tasks
• Exceptional customer service skills

Education:

• High school diploma or equivalent

Experience:

• 3-5 years of experience in a professional office environment
• Prior experience in a CPA firm a plus

Travel:

• 10% - Travel to offsite team related events and meetings as needed

Physical Demands and Working Environment

The conditions listed are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Physical Requirements: Individual performs sedentary work, which may require lifting up to fifteen (15) pounds occasionally.

Physical Activity: Individual performs the following physical activities: operating a computer and other office productivity machinery (such as a copy machine, and computer printer), positioning self to access objects in low locations, reaching, moving/traversing about the office and other locations as work duties require, moving/transporting/positioning objects, grasping and manipulating objects (including small objects), communicating, and exchanging accurate information.

Visual Activity: Individual must have clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including use of computers.

Speaking: Individual must be able to express or exchange ideas by means of the spoken word to impart oral information to internal and external clients.

Job Location: Individual works inside with no exposure to adverse environmental conditions.

DISCLAIMER AND APPROVALS - The Firm has the right to change an employee's job duties or request employees perform duties not listed.

Rea offers a wide variety of benefits to help support our employees' health, wellness and financial goals.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k with 3% contribution)
• Life Insurance (Basic, Voluntary & AD&D)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Four (4) weeks PTO
• Twelve (12) paid holidays, of which three (3) are floating holidays

Rea does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies without pre-approval from Rea’s Talent team. Pre-approval is required before any external candidate can be submitted. Rea will not be responsible for fees related to unsolicited resumes and for candidates who are sent directly to our hiring managers.