Client Care Specialist

Position: Client Care Specialist

Location: Irvine, CA

Details: Full Time- In Office Position

Pay: $23-$24 Hour Bonuses

Job Description

Alleviate Tax is a rapidly growing tax resolution/preparation firm. Alleviate Tax is a 2022 and 2023 finalist for the Better Business Bureau Torch Awards for Ethics. This is the most prestigious award given by the better business bureau. The award honors organizations whose leaders demonstrate a high level of personal character, meet the highest standards of ethics, and generate trust with customers and the community. We also were awarded 2022 and 2023 Top Workplace in Orange County.

Alleviate Tax is on a mission to change tax resolution! Our company culture is one of love and collaboration. We love our clients, and we love our colleagues!

Job Summary

The Client Success Representative is responsible for managing a pipeline of clients who have escalated concerns, posted negative reviews, or are dissatisfied with their services. The primary goal of this role is to nurture client relationships, resolve issues, and ensure service agreements are successfully completed while maintaining company standards. The representative will also conduct Quality Assurance (QA) reviews, listening to client interactions to assess refund eligibility, identify corrective actions, and implement process improvements in both sales and servicing.

This is a fast-paced, high-impact role requiring a self-starter who can take initiative, solve problems effectively, and demonstrate strong knowledge of tax resolution while exhibiting empathy, patience, and attention to detail.

** Urgently Hiring**

If you are interested, please send your resume to our Recruiter Juliet Arpaia. Julieta@alleviatetax.com.

Responsibilities:

Client Retention & Resolution:

• Manage and track a pipeline of escalated, dissatisfied, or at-risk clients.
• Contact clients to review concerns and work towards service completion and satisfaction.
• Educate clients on tax resolution processes, ensuring they have a clear understanding of their service agreement.
• Implement solutions that restore client satisfaction and minimize refunds or chargebacks.

Quality Assurance & Compliance:

• Conduct call reviews and full file audits to assess service accuracy and client interactions.
• Determine whether refunds, mutual releases, or corrective actions are needed.
• Track common complaint reasons in a structured format to generate actionable insights.
• Work with leadership to identify patterns in sales and servicing issues and recommend improvements.

Performance Metrics & Reporting:

• Contribute to the development of proactive strategies to reduce complaints and increase service efficiency.
• Ensure refunds, chargebacks, and offsets remain within target KPIs:
• Refunds under 3% of total revenue
• Chargebacks under 1% of total revenue
• Offsets under 5% (short-term) / under 3% (long-term goal)

Requirements:

• Experience in tax resolution and a strong understanding of servicing tax relief cases.
• Ability to solve problems and conduct thorough investigations on case files.
• Strong communication and negotiation skills, with the ability to de-escalate difficult conversations.
• Experience with QA, reviewing client calls, and making determinations on refunds.
• An analytical mindset to track complaint patterns and recommend process improvements.
• Empathy and patience in handling frustrated or misinformed clients.
• Attention to detail and ability to manage multiple escalations simultaneously.

Self-starter who takes the initiative and thrives in a fast-paced environment.

Benefits:

• Medical, Dental, Vision after 60 days of employment
• PTO, Holiday Pay 401K Matching
• Growth Opportunities
• Fun, lively work environment
• Beautiful office location

Compensation:

• $23.00 - $2400/hr. depending on experience, plus bonuses
• Room for upward mobility as our company is expanding rapidly.

Alleviate Tax is an equal employment opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

Job Type: Full-time

Pay: $23.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $23 - $24