On-Site Client Escalation Specialist

TaxRise Inc.; Irvine (CA); In loco; USD 34.000 - 39.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, Dental, and Vision Insurance

Paid Time Off

401(k) retirement plan with company

Professional Development Program

On-site gym and gaming lounge

Catered team lunches

Quarterly company outings

Descrizione del lavoro

TaxRise is seeking a Client Success Representative – Escalations to join our on-site Customer Experience team in California. You will handle complex client escalations, understand concerns, and deliver tailored solutions to protect retention and satisfaction.

The role requires 3+ years in a call center or similar environment, strong communication, and CRM experience. You’ll work cross-functionally with Sales, Client Care, and Operations in a fast-paced setting.

Competenze

• 3+ years of experience in a call center, client experience, or sales environment.
• Proven experience handling escalated or high-priority client interactions.
• Strong analytical and problem-solving skills with the ability to identify trends and root causes.
• Experience working within CRM systems (Salesforce or similar platforms).
• Excellent communication, emotional intelligence, and conflict resolution skills.
• High school diploma or GED (or equivalent combination of education and experience).

Mansioni

• Manage and resolve complex client escalations and cancellation requests through our ticketing systems.
• Engage directly with clients to understand concerns, de-escalate situations, and deliver tailored solutions.
• Apply advanced communication and negotiation techniques to retain clients and resolve issues effectively.
• Identify trends in client feedback and provide actionable insights to leadership to improve processes and experience.
• Partner cross-functionally (Sales, Client Care, Operations) to drive seamless resolutions and continuous improvement.
• Maintain detailed and accurate documentation across CRM and internal systems.
• Take ownership of high-priority cases and contribute to elevating team standards.

Conoscenze

Escalation handling

CRM experience

Communication skills

Analytical thinking

Conflict resolution

Formazione

High school diploma or GED

Strumenti

Salesforce or similar CRM

Descrizione del lavoro

TaxRise is seeking a Client Success Representative – Escalations to join our on-site Customer Experience team in California. You will handle complex client escalations, understand concerns, and deliver tailored solutions to protect retention and satisfaction.

The role requires 3+ years in a call center or similar environment, strong communication, and CRM experience. You’ll work cross-functionally with Sales, Client Care, and Operations in a fast-paced setting.