Call Center Representative

ABOUT THE ROLE

The Call Center Representative plays a critical role in delivering exceptional service to our clients and ensuring that their needs are met with precision and professionalism. You will be the primary point of contact for clients, managing relationships and providing expert guidance to resolve their tax inquiries effectively. In this fast-paced role, your ability to understand client challenges and deliver solutions will be essential to their success and satisfaction.

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, then you’re a perfect fit. If not, we kindly ask you to hold off on applying. Thanks for understanding and happy job hunting!

At Tax Rise, Inc., we believe in rewarding hard work and dedication. We offer our team members competitive hourly pay and the opportunity to earn a monthly bonus based on individual productivity, with even greater earning potential for those who are highly motivated, organized, and love exceeding goals.

• Base pay
  : $22.00 per hour (full-time, 40 hours per week)
• Monthly Bonus
  :
  Average bonus potential of $500 - $900

The compensation range reflects our good faith estimate of total earning potential, including base hourly pay and monthly bonuses. The hourly rate shown in the job preview pane may appear higher, as it blends both components. For full transparency, a detailed breakdown is provided in this job description.

Client Communication:

• Handle a high volume of incoming calls, ensuring that every client is greeted professionally and promptly.
• Contact clients via phone and email to gather required documents and clarify documentation needs.
• Respond to client emails and text messages—and assist in live chat when needed—ensuring all interactions are addressed within company service level agreements.
• Utilize our ticketing system within the CRM to track open and unanswered emails and text messages. Accurately close or disposition each ticket for reporting purposes, ensuring every client inquiry is answered in a timely manner and to their satisfaction.
• Handle all client interactions with professionalism, courtesy, and empathy—knowing when to escalate issues to the appropriate department.
• Provide clear instructions and guidance to clients on required documentation.
• Problem-solving skills to address client concerns regarding documentation requirements.

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.

CRM Management & Administrative Support:

• Assist case managers by requesting and processing required documents; ensure documents collected are accurate and uploaded properly in the CRM.
• Accurately update the CRM system with detailed notes on client interactions, document submissions, and case progress.
• Collaborate with colleagues, support staff, and managers to deliver a seamless client experience.
• Help other departments with projects and/or communication campaigns, providing support and insights to enhance company initiatives.

• Previous experience in a client care or customer service role—experience in the tax resolution industry is a plus.
• Previous experience in document coordination, loan processing, or a similar administrative role (tax-related experience is a plus).
• Excellent written and verbal communication skills with professional phone etiquette.
• Proficiency in using CRM systems or document management tools
• A willingness to learn, adapt, and consistently uphold our high standards of professionalism and client care.
• Knowledge of tax relief processes is a plus, though training will be provided.

We believe in taking care of our team so they can take care of our clients. Here’s what you can expect as part of the Tax Rise family:

• Medical, Dental, and Vision Insurance (starting after 60 days)
• Paid Time Off (Vacation, Sick Days, Company Holidays)
• Wellness Days to recharge when you need it…