Customer Service Representative

Customer Service Representative
Location: Remote
Hours: 8:30 a.m. – 5:00 p.m. ET, Monday–Friday

Occasional earlier coverage may be needed, with backup provided.

Salary: $48,000 annually + benefits (PTO, health insurance)

Position Overview:
The Georgia Society of CPAs (GSCPA) is seeking a detail-oriented and service-driven individual to join our team as a Customer Service Representative. This fully remote role is responsible for supporting GSCPA members and customers by delivering timely, accurate assistance via phone and email, with a focus on CPE programs, membership processing, and firm billing. You will serve as the first point of contact for inquiries and play a vital role in ensuring a high-quality member experience.

Key Responsibilities:

Customer & Continuing Professional Education (CPE) Support:

• Answer the main GSCPA phone line and assist with inquiries related to CPE courses, live streams, ethics, and on-demand programs.
• Troubleshoot website login issues and guide members through course registration or technical issues.
• Process individual and firm course registrations, including group sales and discount requests. Issue refunds, transfers and cancellations as needed.
• Explain pricing, cancellation policies, and CPE certificate logistics.
• Support members with GSCPA's CPE Audit Assist tool and CPE ethics requirements.
• Reconcile daily CPE courses and email certificates of attendance.
• Coordinate with internal departments to handle exceptions (e.g., fee waivers, certificate reissues).
• Monitor and respond to the CPE email inbox daily.
• Input event evaluation results into database.
• Manage course materials for member accounts.
• Serve as customer tech support for live stream events.

Membership Services:

• Process new membership applications and send welcome communications.
• Update and merge member profiles; reset passwords and resolve access issues.
• Manage member certificates and In Memoriam reporting.
• Issue membership invoices and process payments; apply appropriate discounts.
• Monitor and respond to the membership services email inbox daily.

Firm Billing:

• Distribute and track employee update forms during annual billing.
• Update employee rosters and firm profiles based on received forms.
• Generate and revise firm membership invoices; process incoming payments.
• Create and maintain new firm accounts in GSCPA systems.

Required Qualifications:

• Exceptional communication and customer service skills, especially over the phone.
• Strong organizational skills and attention to detail.
• Able to work independently in a remote setting with a consistent schedule.
• Proficient in Microsoft Office and web-based systems.
• Prior experience in customer service or membership support preferred.

Work Expectations:

• Daily phone coverage is required from 8:30 a.m. to 5:00 p.m. ET.
• Occasional earlier coverage may be needed, with backup provided.
• Training and onboarding will be conducted remotely.

About The Georgia Society of CPAs:
The Georgia Society of Certified Public Accountants (GSCPA) is the premier professional organization for CPAs in the state of Georgia, representing over 12,000 members across all areas of the profession. Headquartered in Alpharetta and serving members statewide, GSCPA is committed to advancing the accounting profession through education, advocacy, and community.