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This is a remote position.
Client Support Specialist (Phone Reception & Appointment Scheduling)
Remote | Philippines | Part-Time (20 hrs/week), Full-Time (40 hrs/week) every Jan–Apr tax season | Tue 11:00 PM – 5:00 AM PHT, Wed & Fri 10:00 PM – 5:00 AM PHT (US Eastern business hours; shifts one hour later during US standard time) | Long-Term Remote Role
If you're a high-performing client support professional who takes real pride in being the warm, polished voice of a business, thrives on getting every message and booking exactly right, and wants to work with a client-focused US-based accounting and tax practice that values strategic impact over simple task completion — keep reading.
This isn't a role for someone who "treats phone support as an afterthought" or needs constant direction.
This is a focused, outcome-driven position where you'll become the trusted first point of contact for clients and prospects, make sure every caller is heard, helped, and connected with the right person, and grow into owning the practice's front line.
Why This Is a Dream Job
You'll be working directly with the owner of a respected US-based accounting and tax practice who:
Champions Innovation:Encourages you to use call-recording and transcription tools, AI-assisted email drafting, and scheduling automation to remove friction from your day.
Values Your Growth:Has mapped a clear path from phone coverage and message routing into owning introductory-call scheduling, then becoming the primary point of contact for all incoming calls, with admin responsibilities added as trust builds.
Respects Your Expertise:Wants to trust you with genuine ownership rather than manage you through a script, and gives you a real say in how the role grows.
Builds Stability:Offers a steady, predictable part-time rhythm for most of the year, with a meaningful, well-compensated move to full-time hours every tax season, and sees this hire as a long-term extension of the team rather than a temporary fill-in.
You'll get a respected seat at the front of a professional practice, a clear growth path, and the trust to run your own desk — without being stuck in a "just answer the phone" rut.
What You'll Be Owning
This is a core client-facing role covering inbound phone coverage, message routing, and appointment scheduling for a practice that serves individual taxpayers and business owners year-round. You aren't just answering the phone; you're triaging every caller, telling existing clients apart from new individual filers and business prospects, and making sure the right person gets the right information the first time.
You'll take the lead on:
Professional Phone Coverage:Answering, screening, and routing all inbound calls on your Tuesday, Wednesday, and Friday shifts, promptly and professionally.
Accurate, Actionable Messages:Capturing caller name, contact details, and reason for the call so clearly that no one needs to follow up for clarification, and emailing it to the right person within minutes of the call ending.
Introductory-Call Scheduling:Booking 15-minute introductory calls for prospective business clients into the correct staff member's calendar, with zero double-bookings or misrouted appointments.
Spotting Patterns:Tracking common caller questions, peak call times, and recurring scheduling conflicts, and raising them proactively so the practice can plan ahead.
Tax-Season Scale-Up:Coordinating ahead of January on call volume, priority clients, and messaging changes, then moving smoothly into full-time Monday–Friday coverage from January to April.
Smarter Workflows:Using transcription, AI-assisted drafting, and scheduling automation to keep call handling fast and precise.
Requirements
This Role Is a Great Fit If You:
Sound Great on the Phone:You have excellent spoken English and clear, professional phone etiquette that puts US-based callers at ease immediately.
Have Front-Line Experience:You have proven customer service, reception, or phone/call-center experience. Accounting or tax industry experience is not required.
Write Clean, Organised Messages:Your written English is strong enough that every message email is accurate and easy to act on.
Work Independently:You're comfortable handling your shifts with minimal real-time supervision.
Can Commit to the Schedule:You can reliably cover the fixed Tuesday, Wednesday, and Friday shifts and flex into full-time hours every January to April.
Are Trustworthy and Discreet:You handle callers' personal and financial information with care and confidentiality.
Are High-Accountability:You don't need to be chased for updates. You're reliable, meet deadlines, and own your mistakes as much as your wins.
Are Set Up for Remote Work:You have reliable high-speed internet, a quiet and professional home workspace, and basic proficiency with email, calendar/scheduling tools, and general office software.
Genuine differentiators (not requirements):Experience in accounting, tax, bookkeeping, or another professional-services environment; prior work as a virtual assistant or remote receptionist for a US-based client; familiarity with Calendly, Google Calendar, or VoIP phone systems; experience working a seasonal schedule.
What Success Looks Like
After 60–90 Days:
Coverage Is Rock-Solid:You reliably cover every agreed shift without gaps and correctly identify existing clients, individual prospects, and business owners on every call.
Messages Need Zero Follow-Up:Every message is complete, accurate, and in the right inbox within minutes, without prompting.
Scheduling Is Yours:You've taken over booking 15-minute introductory calls for business prospects, with no double-bookings.
The Team Is Freed Up:You handle the large majority of calls independently, the team member who used to cover phones is fully free of routine phone duties, and you're ready to scale into full-time hours for tax season.
Trust Is Earned:You're fully autonomous across phone coverage and scheduling, beginning to take on light admin tasks, and recognised as a dependable extension of the team.
Final Word
If you've ever thought:
"I love being the voice that makes people feel welcome, and I'm great at getting the details right. I just want a steady role where reliability is valued and I'm trusted to own my work instead of following a script." This is that role.
