Customer Support Specialist

INTRO TO TAXRISE: At TaxRise, our mission is simple yet impactful: to revolutionize the way taxpayers navigate their tax challenges. We believe in the power of lifting others up, and that's the driving force behind everything we do. When you join us, you're not just becoming part of a company; you're joining a movement. We're a team that thrives on celebrating successes and making a genuine impact on people's lives. We're proud to be the fastest-growing company in our industry, and we're on the lookout for exceptional individuals to help us continue our journey of transformation. If you're ready to bring your unique talents and innovative spirit to a company where your work truly matters, TaxRise is the place to be. Join us and be part of a team that's reshaping the future of tax resolution. ABOUT THE ROLE: As a Client Care Representative at TaxRise, you play a pivotal role in maintaining positive and professional relationships with clients. The Client Care Representative performs all client care activities by responding to client inquiries, partnering with clients to identify their needs, gathering and explaining required documents, and providing assistance as needed. Additionally, they collaborate with different departments and assist case managers. WHAT YOU'LL DO: Build and maintain effective professional relationships with clients. Develop strong customer relationships by promptly responding to inquiries and addressing any complaints. Provide status updates to multiple team members and clients. Contact clients via phone and email to retrieve required documents and information. Handle phone calls with professionalism, courtesy, and an empathetic demeanor. Understand when and how to escalate calls to the appropriate department. Assist case managers in resolution cases. Understand, handle, and process forms related to tax resolution such as 433 forms and power of attorney. Take necessary actions to address and escalate forms-related matters as required. Respond to client inquiries regarding IRS or Collection notices received. Explain the necessity of requested documents and gather them effectively. Consistent time and attendance is crucial not only for operational efficiency and team collaboration, but also to meet the high standards of client needs as this is a client facing role. Flexibility is essential as the job may entail overtime during peak workloads or busy seasons to meet project deadlines and maintain high-quality standards. Possess detailed knowledge about TaxRise products and services. Handle questions related to company offerings and provide clear explanations. Upload necessary documents to the Customer Relationship Management (CRM) system. Understand foundational financial document review processes. Stay informed about internal processes, forms, letters, etc., to efficiently move cases through the resolution process. Uphold the highest standards of professionalism and care when handling clients. Meet customer needs, resolve problems, and follow up to ensure satisfaction. Collaborate with colleagues, support staff, direct reports, and others at TaxRise to ensure a seamless client experience and successful tax resolution outcomes. We expect all employees to maintain professional and respectful interactions, conduct, and behavior in the workplace and during company functions, in accordance with TaxRise standards. WHAT YOU'LL NEED TO HAVE: Previous experience in a client care or customer service role, preferably in the tax resolution industry. Familiarity with IRS letters, tax forms, and financial document review a plus. Strong communication skills, both written and verbal. Ability to learn quickly and adapt to changing processes. Excellent organizational and multitasking abilities. Professional phone etiquette and customer-focused communication. High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience. We understand potential comes in many forms. Even if you don't check every box, we still encourage you to apply; we consider all qualified candidates. WHAT WE OFFER: 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 PAY RANGE: $18.00 - $20.00 per hour The above-range represents TaxRise's current good-faith pay scale for this role. TaxRise reserves the right to modify or update this range at any time. At TaxRise, we're proud to be an equal opportunity employer. We realize the key to creating a company with world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. We provide equal employment opportunities (EEO) to all without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law. TaxRise is also committed to ensuring equal opportunity in employment for qualified persons with disabilities. If you require any reasonable accommodation throughout the recruiting process, please let your recruiter know.