Client Escalation Specialist

TaxRise•Irvine, CA

2d•Onsite

About The Position

TaxRise is hiring an experienced professional to handle complex and high-impact client situations as a senior member of its Client Experience team. The role focuses on resolving advanced client concerns, identifying patterns in client feedback, and working with other teams to improve processes and retention strategies. It requires navigating sensitive conversations, building trust, and delivering solutions that support client satisfaction and business performance. The position is 100% on-site and is based in a fast-paced, collaborative environment.

Requirements

At least 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, including the ability to identify trends and root causes.
Experience working with CRM systems such as Salesforce or similar platforms.
Excellent communication, emotional intelligence, and conflict-resolution skills.
High school diploma or GED, or an equivalent combination of education and experience.

Responsibilities

Manage and resolve complex client escalations and cancellation requests through ticketing systems.
Engage directly with clients to understand concerns, de-escalate situations, and deliver tailored solutions.
Use advanced communication and negotiation techniques to retain clients and resolve issues.
Identify trends in client feedback and provide actionable insights to leadership to improve processes and the client experience.
Partner with Sales, Client Care, and 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.