Client Support Specialist - Tax Law Solutions

Job Purpose
Serving as the primary liaison for TLS, this role ensures seamless and timely communication with prospects and existing clients, drives client satisfaction, and supports internal teams throughout the onboarding, implementation, and service lifecycle.

The Client Support Specialist is an essential part of the TLS Sales Contractors, the PRS Implementation and Operations teams, providing essential support throughout the sales and entire implementation processes.

The Client Support Specialist is responsible for delivering exceptional customer service to strengthen client acquisition, retention, and continuous service satisfaction.

Responsibilities:

• Become familiar with all TLS processes, products, and cross-functional operations.

Work independently and as a problem solver with minimum supervision.

• Ensure great client satisfaction during the TLS-Client relationship.
• Ensure client acquisition, retention, and continuous service satisfaction, which directly impacts TLS revenue and sustainability.
• Maintain continuous and effective communication with the Sales Representatives, PRS Implementation team, and TLS Management to ensure ongoing client satisfaction.
• Assist the Operations Manager, Sales Representatives, and PRS Implementation Team in maintaining strong client relations while supporting TLS’s revenue objectives.
• Support the Sales Department by evaluating next steps, suggesting improvements, and ensuring timely completion of the sales cycle.
• Advise, suggest improvements, and gather next steps to ensure the completion of the implementation process in the expected time.
• Liaison with the PRS Implementation team by comparing and evaluating the best course of action in ensuring the accuracy of client data and maintaining updated information on the PRS reports on a daily basis.
• Proactively follow up with clients and/or all TLS departments throughout the implementation process and after the client has been fully implemented.
• Proactively review, update, and suggest PRS implementation process improvements as needed.
• Provide support to the consulting services team as required.
• Ensure all client information, sales progress, PRS updates, and communication are accurately recorded in Zoho CRM.
• Responsible for daily follow-up on emails, reply to client’s inquiries within24-hour time frame, and/or acknowledge receipt of an email, notifying when the information will be provided by the Implementation team. Manage the PRS Client Report, Implementation Log Report, PRS consulting project master reports, and notes in Zoho CRM as needed to ensure excellent internal and external communications.
• Maintain accurate client files and filing system in Box for all client documents, including, but not limited to: executed agreements, reports, business financials, presentations, meeting recaps, and some other relevant communication, etc.
• Manage and track documents sent via Zoho Sign or Box Sign to prospects, clients, consultants, and/or other individuals involved in the implementation process.
• Send documentation such as service agreements, amendments, or invoices right after the presentation to prospects, clients, consultants, and/or other individuals involved in the PRS implementation process using Zoho Sign, Box Sign, or any other company-approved tools.
• Coordinate, schedule, and notify client meetings or presentations with the PRS Implementation team, as needed.
• Participate in internal and prospect/client meetings, providing suggestions and documenting next steps, including client or management responsibilities, to be stored electronically in Box.
• Provide cross-functional support by updating and managing documentation for PowerPoint presentations and other materials required for the client meetings.
• Assist in updating and maintaining manuals, procedures, and/or SOPs for all PRS products and services, as needed.
• Collaborate with marketing strategies to promote business and support the corporate marketing efforts.
• Assist the TLS Executive Administrative Assistant in welcoming guests and clients by greeting them in person or on the telephone, answering or directing inquiries, as needed.
• Operate office machines, such as photocopiers and scanners, voice mail systems, and personal computers.

Collaborate and assist other TLS team members, such as the TLS Executive Administrative, as needed.

• Other projects as assigned by the TLS Client Support Supervisor, TLS Operations Manager, and/or TLS Management.

Qualifications and Requirements

• Bachelor’s Degree in one of the following fields: Marketing, Communication, Business Administration, Marketing or Advertising with a minimum of three (3) years of relevant work experience, preferably coordinating projects, activities, and services, office administration or related fields; or Associate Degree with a minimum of five (5) years relevant work experience, preferably coordinating projects, activities, services, office administration or related fields.
• High level of interpersonal skills with an ability to handle sensitive and confidential situations and documentation.
• Communication skills to positively engage customers and retain their loyalty.
• Excellent telephone and oral communication skills in English and Spanish.
• Excellent spelling, grammar, and written communication skills in English and Spanish.
• Attention to detail in composing, typing, and proofing materials; establishing priorities and meeting deadlines.
• Extensive knowledge of computer software, such as Windows, Microsoft Office, Outlook, and the Internet, with vast experience in Excel and PowerPoint.

The listed salary range is based on candidates with a Bachelor’s degree and 3–5 years of relevant experience.

Job Type: Full-time

Pay: $38,400.00 - $44,600.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Application Question(s):

• How many years of experience supporting coordination, client support, administrative processes, or similar operational functions?
• Are you willing to take a drug test, in accordance with local law/regulations?

Language:

• English (Required)

Work Location: Hybrid remote in San Juan, PR 00918