Customer Service Account Manager

TaxRise•Irvine, CA

23h•$20 - $22•Onsite

About The Position

The Customer Service Account Manager manages a high-volume portfolio of active clients and conducts frequent outbound phone outreach to collect required documentation and drive cases toward resolution in a fast-paced, performance-driven environment. This role owns an individual client pipeline and is accountable for meeting daily activity and follow-up expectations, maintaining consistent phone contact, ensuring timely document collection, and advancing cases efficiently through each stage of the process. Success is measured by call activity, responsiveness, case progression, and clear client communication around updates and key milestones, with most cases involving streamlined resolutions and more complex matters such as offer-in-compromise introduced as part of training and development. We're all about that in-person vibe—this role is 100% on-site! If you're excited to work side-by-side with our team (or are ready to make the move), then you're a perfect fit. If not, we kindly ask you to hold off on applying. Thanks for understanding and happy job hunting!

Requirements

Previous experience in document coordination, loan processing, or a similar administrative role (tax-related experience is a plus).
Strong organizational skills with attention to detail and the ability to prioritize tasks effectively.
Excellent written and verbal communication skills.
Proficiency in using CRM systems or document management tools; familiarity with tax software is a bonus.
Ability to work independently in a fast-paced environment while meeting deadlines.
Customer service expertise with a focus on building strong client relationships.
Problem-solving skills to address client concerns regarding documentation requirements.
Knowledge of tax relief processes is a plus, though training will be provided.

Responsibilities

Document Collection & Review:
Request and gather required tax-related documents from clients via email, phone, or online portals.
Review submitted documents for accuracy and completeness, ensuring compliance with internal standards.
Identify missing or incomplete information and follow up with clients promptly.
Client Communication:
Serve as the primary point of contact for clients during the document collection process.
Provide clear instructions and guidance to clients on required documentation.
Respond to client inquiries regarding document submission timelines and requirements.
Problem-solving skills to address client concerns regarding documentation requirements.
CRM Management & Task Tracking:
Accurately update the Customer Relationship Management (CRM) system with detailed notes on client interactions, document submissions, and case progress.
Monitor tasks and deadlines within the CRM system to ensure timely follow-up and completion of all client-related activities.
Regularly review open tasks or pending deadlines to ensure cases are moving forward efficiently.
Customer service expertise with a focus on building strong client relationships.
Problem-solving skills to address client concerns regarding documentation requirements.
Workflow Coordination:
Track the status of document submissions to ensure all materials are received before deadlines.
Coordinate with internal teams to move client cases to the next stage once documents are approved.
Monitor progress and communicate updates with both clients and internal staff.
Administrative Support:
Assist in preparing engagement letters, tracking client deliverables, and maintaining accurate records.
Collaborate with other departments to improve processes and enhance the client experience.