Customer Care Specialist

Crowe LLP•Dallas, TX

1d•$57,100 - $121,100

About The Position

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)
Experience with HubSpot (preferred) or similar CRM

Responsibilities

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.
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.
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.
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.