Customer Care Specialist

Customer Care Specialist – Crowe

Join Crowe to apply for the Customer Care Specialist role.

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.

• 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.

• 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 Hub Spot (preferred) or similar CRM

The Customer Care Team directly influences client satisfaction, retention, and revenue growth. By serving as a trusted resource for clients and a connector across departments, this role helps ensure that ITR Economics delivers a seamless, high‑quality experience at every stage of the client journey.

03/31/2026

Crowe LLP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, genetics, national origin, disability or protected veteran status, or any other characteristic protected by federal, state or local laws.