Job Details

POSITION SUMMARY

The Client Relations Associate for Optima Tax Relief, LLC ("Optima") is located in the Santa Ana, California office and reports to the Associate Director, Brand Protection. This role is relied upon to respond to escalated inquiries from our existing members by following-up and providing status updates and resolving member concerns. This is a demanding position requiring quick response times and extreme professionalism. Our Client Relations team is vital in providing our members with clear explanations to ensure progression with uncomplicated direction and understanding through the member lifecycle, working with other departments as necessary. This role must also champion Optima's culture and Core Values and help to deliver the best customer experience.

ESSENTIAL DUTIES & RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Manage inbound and outbound calls regarding Refund Inquiries, Chargebacks, Third party threats, Close Cases, Deceased Members, or Cancellations.
• Maintain consistent workflow and a high level of customer service.
• Document detailed case analysis utilizing Company CRM.
• De-escalate and/or educate the member on key and relevant tax issues as it pertains to the member's circumstances.
• Collaborate internally with other departments to service the member.
• Follow company protocols to ensure the highest level of security to protect the member's Personal Identifiable Information (PII).
• Other duties as assigned.

In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.

EDUCATION AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent education required.
• 1 year of experience de-escalating Client Calls preferred.
• 1 year customer service experience preferred.

KNOWLEDGE, SKILLS,& ABILITIES

• A positive mindset and "get-it-done" attitude.
• Excellent organizational, time-management, written, and communication skills.
• History of successfully exceeding goals in a fast-paced environment.
• Strong work ethic and commitment to excellence.
• Meticulous attention to detail and high sense of accountability.
• Proficient and comfortable with office equipment (Computer skills - Microsoft Office, Outlook).
• Strong ability to multi-task.
• Team player.
• Strong listening skills with the ability to understand and influence people.
• Some knowledge of SalesForce is a plus, but not required.