Client Relations Associate

Optima Tax Relief • Santa Ana, CA

2d • $18 - $18 • Onsite

About The Position

The Client Relations Associate for Optima Tax Relief, LLC (“Optima”) is located in the Santa Ana, California office and reports to the Associate Director, Brand Protection. This role is relied upon to respond to escalated inquiries from our existing clients by following-up and providing status updates and resolving client concerns. This is a demanding position requiring quick response times and extreme professionalism. Our Client Relations team is vital in providing our clients with clear explanations to ensure progression with uncomplicated direction and understanding through the client lifecycle, working with other departments as necessary. This role must also champion Optima’s culture and Core Values and help to deliver the best customer experience. In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.

Requirements

• High school diploma or equivalent education required.
• Computer skills – Microsoft Office, Outlook.

Nice To Haves

• 1 year of experience de-escalating Client Calls preferred.
• 1 year customer service experience preferred.
• Some knowledge of SalesForce is a plus, but not required.

Responsibilities

• Manage inbound and outbound calls regarding Refund Inquiries, Chargebacks, Third party threats, Close Cases, Deceased Clients , or Cancellations.
• Maintain consistent workflow and a high level of customer service.
• Document detailed case analysis utilizing Company CRM.
• De-escalate and/or educate the client on key and relevant tax issues as it pertains to the client's circumstances.
• Collaborate internally with other departments to service the client.
• Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information (PII).
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED