Client Retention Advocate

1 week ago

Irvine, California, United States TaxRise Full time

INTRODUCTION TO TAXRISE:

At TaxRise, we are dedicated to transforming the way individuals tackle their tax issues. Our core belief is in uplifting others, which drives our mission and daily operations.

By becoming part of our organization, you are not merely joining a company; you are engaging in a significant movement. Our team is committed to celebrating achievements and making a real difference in the lives of our clients. As the fastest-growing entity in our sector, we seek outstanding individuals to help us advance our transformative journey.

If you are eager to contribute your unique skills and innovative mindset to a workplace where your efforts genuinely count, TaxRise is the ideal environment for you. Become part of a team that is redefining the landscape of tax resolution.

ROLE OVERVIEW:

The Client Retention Advocate plays a crucial role in ensuring client satisfaction throughout their journey with us. This position involves addressing cancellation requests, de-escalating client concerns, proposing creative solutions to retain clients, and collaborating with various departments to enhance internal processes and overall client experience. The perfect candidate will deliver exceptional customer service and possess a keen attention to detail to help maintain our high-quality standards.

KEY RESPONSIBILITIES:

  • Oversee, respond to, and resolve cancellation requests submitted through our ticketing systems.
  • Engage with clients via phone to actively listen and empathetically address their concerns regarding cancellations, providing feedback for management on potential improvements.
  • Employ persuasive communication techniques to effectively resolve customer issues and complaints.
  • Identify trends and root causes of client dissatisfaction, proposing suitable solutions to enhance retention.
  • Work in tandem with other departments, such as sales and customer service, to ensure a smooth resolution process.
  • Accurately document all client interactions and notes in the company's ticketing and CRM systems.
  • Perform additional duties and responsibilities as assigned by management.

QUALIFICATIONS:

  • Minimum of 2 years of experience in customer service.
  • Experience handling escalated calls is a plus.
  • Familiarity with relevant regulatory standards.
  • Strong data collection and analytical skills.
  • High school diploma or GED; 1-2 years of related experience and/or training; or an equivalent combination of education and experience.
  • Associate degree or equivalent from a two-year college or technical school, along with 1 year of related experience and/or training; or an equivalent combination of education and experience.

We recognize that potential comes in various forms. Even if you do not meet every requirement, we encourage you to apply; we value all qualified candidates.

BENEFITS:

  • Medical, Dental, and Vision Insurance after 60 days.
  • Paid Time Off (Vacation, Sick, Holidays).
  • Wellness Days.
  • 401(k) retirement plan.
  • Professional Development Program.
  • Access to on-site gym and gaming lounge.
  • Quarterly company outings.
  • Catered meals every Friday.

SALARY RANGE: $22.00 per hour plus monthly production bonuses.

The above range reflects TaxRise's current good-faith pay scale for this role. TaxRise reserves the right to modify or update this range at any time.

TaxRise is proud to be an equal opportunity employer. We believe that a world-class culture and employee experience stem from the diversity of our hires and a workplace that celebrates everyone.

We provide equal employment opportunities (EEO) to all without regard to race, color, religion, sex, gender identity, gender expression, national origin, age, physical or medical disability, marital status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable law.

TaxRise is also committed to ensuring equal opportunity in employment for qualified individuals with disabilities. If you require any reasonable accommodation throughout the recruiting process, please inform your recruiter.

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