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TaxRise · 1 day ago

Client Escalation Specialist ($500 Sign-On Bonus)

Irvine, CA

Full-time

Onsite

Mid Level

$24/hr - $28/hr

3+ years exp

TaxRise is a company dedicated to providing tax relief services and making a difference in the lives of individuals and families facing financial uncertainty. The Client Escalation Specialist role involves ensuring client satisfaction, responding to cancellation requests, and collaborating with other departments to improve the client experience.

ConsultingFinancial ServicesLegalProfessional ServicesTax ConsultingTax Preparation

Growth Opportunities

Hiring Manager

Jennifer Batshoun

Responsibilities

Manage, respond, and resolve cancellation requests submitted in our ticketing systems

Call clients to actively listen and empathetically understand their concerns and reasons for cancellations providing suggestions for areas of improvements to management

Utilize persuasive communication techniques to address customers’ issues and resolve complaints effectively

Identify trends and underlying problems or dissatisfaction points and propose appropriate solutions to retain clients

Collaborate with other departments, such as sales or customer service, to ensure a seamless resolution process

Properly document notes and all client interactions in the company’s ticketing and CRM system

The job includes other duties and responsibilities assigned by management

Qualification

Call center experienceEscalated call managementCRM systems proficiencyData collection skillsPersuasive communicationEmpathyCollaboration

Required

3+ years previous experience in call center environment

Prior experience managing escalated calls and high-priority client concerns

Excellent data collection and analysis skills

Experience using CRM systems (such as Salesforce or similar platforms) to manage escalated cases and client communications

High school diploma or general education degree (GED); and 1-2 years of related experience and/or training; or equivalent combination of education and experience