Customer Service Specialist

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Puzzle Solutions

WebsiteLinkedInAll Job Openings

2 - 10 employees

Founded 2017

💼 Consulting

🤝 B2B

⚡ Productivity

Consulting • B2B • Productivity

Puzzle Solutions is an implementation and automation consultancy for accounting firms. They design expert systems and automations around practice-management and productivity software — notably Xero Practice Manager (XPM), FYI, and ClickUp — and deliver services including implementations, migrations (database merge/split), system reviews, report templates, and automations. They are certified FYI, XPM and ClickUp specialists and state they've guided 150+ firms and 4,000+ users through implementations, migrations and automation to help practices win back time, reduce chaos, and scale without proportionally increasing workload.

📋 Description

• Serve as the first point of contact for CFMA members, prospects, and customers via phone, email, and online chat (Connection Café). • Provide accurate and timely information related to CFMA membership, renewals, events, online education, and the CCIFP certification program. • Process membership applications, renewals, event registrations, and payments in CFMA’s association management system. • Uphold high standards of accuracy and completeness across all member data. • Troubleshoot member access issues, such as login problems, course enrollment, and account updates. • Maintain accurate and organized records of member interactions, ensuring follow-up and resolution in a timely manner. • Collaborate with the Marketing, Education, and IT teams to ensure smooth customer experiences across all CFMA programs and platforms. • Identify trends and recurring issues to recommend process improvements and enhance member satisfaction. • Assist with special projects and outreach initiatives to promote engagement and retention. • Assist in onboarding new members and execution of outreach efforts. • Represent CFMA’s values of professionalism, responsiveness, and member focus in every interaction.

🎯 Requirements

• Associate’s or Bachelor’s degree preferred, or equivalent experience. • 2+ years of customer service or membership support experience (association or nonprofit experience preferred). • Excellent written and verbal communication skills with a friendly and professional demeanor. • Strong organizational and time management skills with attention to detail. • Proficiency in Microsoft Office and experience with CRM or Association Management Systems (such as ACGI). • Ability to work a flexible schedule, including evening hours up to 8:00pm ET. • Demonstrated commitment to delivering a high level of service and continuous improvement. • Demonstrates strong initiative and works both independently and collaboratively in a fast-paced environment without the need for close supervision. • Embraces change with a positive attitude and actively contributes ideas for improvement. • Thrives in building new processes and standard operating procedures within a growing team environment. • Applies critical thinking to assess situations and develop effective solutions. • Approaches challenges with a proactive, solution-oriented mindset.

🏖️ Benefits

• Bonus Eligible: Annual performance-based bonus program. • Robust Benefits Package: Medical & Dental Vision Insurance • 401(k) with up to 5% employer match • Life & AD&D (2x salary up to $250,000) • Short-term and Long-term Disability • PTO: Up to 20 days annually, plus paid holidays • Mission-Driven Work: Help shape the future of construction financial professionals. • Work-Life Balance: Supportive team culture and flexible work environment.