Job Description
Front Office & Client Success Coordinator Where First Impressions Meet Follow-Through Location: In-person at our Basalt, Colorado office (this is non-negotiable) Reports To: Daniela Barbosa, Client Experience & Success Manager Schedule: Full-time, hourly (non-exempt). Office open Mon–Thu, 8:30 a.m.–4:30 p.m. Mountain Time, closed Fridays. You'll open the office a little earlier, close a little later, and still work Fridays on catch-up + projects + training + other whacky ideas. About the Role This isn't a "sit at a desk and answer the phone" job — but it's also not a corner-office gig. We're hiring the human who keeps the front of our firm running and represents the kind of mountain-town hospitality our clients actually want from a tax and accounting firm. You'll be the first impression of Roaring Fork Tax & Accounting — in person, on the phone, and via email. You'll also own a real chunk of the operational machinery: tax workflow support, scheduling, invoicing, client portals, vendor coordination, and yes, office admin stuff like getting the mail, going to the bank, calling vendors, ordering supplies, and maybe even taking the trash out. If you're hungry, AI-curious, hospitality-minded, and want a career path that could grow into business development for the right person — keep reading. Who This Role Is NOT For If two or more describe you, this isn't your seat. You think AI is ruining the world. AI is reshaping our industry. We're choosing to lean in. Yes, AI helped write this job description and we think it's better because of that. You read tone or motive into neutral feedback, or respond with self-defeating spirals. "This needs to be redone, here's why" is information, not an attack. We need someone who reads "fix this, here's how" and then fixes it. You bring personal drama into the workplace. Our team genuinely cares about each other's lives… kids, families, dogs, sheep, doctor's appointments, vacations, real-life stuff. But don't bring your drama. You hear "flexibility" or "balance" as permission to coast. Hard deadlines are hard deadlines. Slow seasons aren't where you disappear — they're where great team members get better. You expect colleagues to manage your emotions, or escalate friction up the chain instead of handling it peer-to-peer. We hire adults who can have direct conversations, because we want people who build each other up, not tear others down. You need 70+ hour weeks to feel productive. Outside of peak season, no overtime — full stop. You think any part of this work is beneath you. Scanning files, calling vendors, taking the trash out on a slow Tuesday — it's all part of the seat. Who This Role Is For You're hungry. You want to grow. Coasting bores you. You're hospitality- or service-oriented at your core. You've worked at a hotel, restaurant, coffee shop, ski resort, dental office, wedding venue — somewhere where the experience matters and you cared about getting it right. You're warm, grounded, and direct. You don't perform warmth — you actually have it. You can give and receive direct feedback like a grown adult. You're AI-curious. Maybe you've poked at ChatGPT or Claude, maybe you use them daily — either is fine. We'll set you up with a dedicated Claude project on day one. You don't need to be an expert. You need to be willing. You're calm under pressure. Tax season has weeks where the office hums, phones ring, and clients walk in stressed. Chaos focuses you. You're proactive. You see the FedEx box that needs to go out. You notice the printer is acting up. You handle it. You take your work seriously, not yourself. Dad jokes welcome. Office dogs welcome. What You'll Actually DoClient Experience & Front Desk Be the first impression of the firm — in person, on the phone, on email — for every client, prospect, vendor, and visitor. Handle calls, emails, and requests with responsiveness, judgment, empathy, and professionalism. Provide clear guidance and timely follow-up. Escalate cases that genuinely need it; resolve the rest. Handle frustrated or anxious clients with calm, emotional intelligence, and a solutions-first mindset. Anticipate client experience needs before they become problems. Tax Workflow Support Process tax client extensions. Handle tax return assembly — make sure returns are saved to the client's vault, mailed, or both. Collect electronic and in-person signatures. Send out engagement letters to all clients, on time, every time. Scan client files into client portals. Operational