Customer Care Specialist

Crowe • Washington, DC

3d • $57,100 - $121,100

About The Position

At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you’re trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That’s why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry. Job Description: Role Summary The Customer Care Team serves as a primary point of contact for ITR Economics’ prospects, clients, and internal teams. This role is client-centric and relationship-driven, supporting clients throughout their lifecycle—from initial inquiry and purchase through ongoing service, renewal, and technical support. Customer Care plays a critical role in delivering an exceptional client experience, supporting revenue retention, and ensuring accurate systems and account management across the organization.

Requirements

• Strong client-service mindset with a focus on relationship building and problem-solving
• Excellent verbal and written communication skills
• Ability to conduct effective discovery conversations and ask thoughtful, clarifying questions
• Comfortable working across multiple systems and platforms
• High attention to detail and commitment to data accuracy
• Collaborative, adaptable, and able to support multiple internal teams
• Bachelor's degree
• 2-4 years of relevant experience in customer support
• 1-2 years of experience with Microsoft Suite (Outlook, Word, Excel)

Nice To Haves

• Experience with HubSpot (preferred) or similar CRM

Responsibilities

• Client & Prospect Support Assist prospective clients throughout their purchasing journey by answering questions, clarifying offerings, and connecting them with appropriate solutions.
• Support external clients and internal employees across all departments by providing timely, accurate information and coordination.
• Conduct discovery calls with prospective clients originating from the website, email inquiries, and social media channels to understand needs and determine next steps.
• Client Retention & Relationship Management Proactively contact clients who are not renewing to understand challenges, gather feedback, and explore potential solutions or alternatives.
• Act as a trusted point of contact, ensuring client concerns are heard and appropriately addressed.
• Escalate trends, feedback, and recurring challenges to leadership and relevant departments to improve client experience and retention.
• Technical & Account Support Provide technical and account-related support to clients via the ITR Economics chat system, email, and incoming phone calls.
• Assist with subscription questions, account access issues, service inquiries, and general product support.
• Guide clients in navigating ITR Economics’ platforms and services to ensure effective usage and satisfaction.
• Systems & Data Management Maintain accurate, up-to-date account and contact records within ITR Economics’ CRM system and OnDemand platform.
• Ensure data integrity by documenting client interactions, updates, and service-related notes.
• Support internal reporting and visibility by keeping client records current and complete.

Benefits

• Your exceptional people experience starts here. At Crowe, we know that great people are what makes a great firm. We care about our people and offer employees a comprehensive total rewards package.
• We will nurture your talent in an inclusive culture that values diversity.
• You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level