Client Escalation Specialist

TaxRise•Irvine, CA

11h•$71,000 - $94,000•Onsite

About The Position

TaxRise is hiring a senior member of its Client Experience team to handle complex, high-impact client situations. The role focuses on resolving advanced client concerns and cancellation requests, improving client outcomes, and supporting client satisfaction and business performance. The specialist will identify patterns in client feedback and work with teams across the business to improve processes and retention strategies. The position is fully on-site and is suited to an experienced professional who is comfortable working in a fast-paced environment and navigating sensitive conversations. The position is full-time, 40 hours per week, with occasional overtime potentially required based on business needs. Pay is $25.00–$28.00 per hour, with an average monthly bonus earning potential of $1,600–$3,000 and approximately $71,000–$94,000 in total annual compensation. TaxRise offers medical, dental, and vision insurance beginning after 60 days, paid time off, a 401(k) plan with company match, professional development, and access to on-site amenities and company events.

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 effectively.
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 achieve 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.