Call Center Representative II

Call Center Representative II Irvine, CA At TaxRise, we don't just provide tax relief services; we provide hope, stability, and solutions to individuals and families facing financial uncertainty. Our team is passionate about reshaping the tax resolution industry through innovation, empathy, and unwavering commitment to our clients. Join us and make a tangible difference in people's lives while growing your career with a team that values your contributions. At TaxRise, we help individuals and families navigate some of the most stressful financial moments of their lives. As a Call Center Representative II, you won't just answer calls you'll be a steady, knowledgeable guide helping clients move forward with clarity and confidence. If you thrive in a fast-paced environment, enjoy structured problem-solving, and take pride in delivering high-quality service, this role offers both purpose and strong earning potential. This position is 100% onsite in Irvine, CA Base Pay: $24.00 $25.00 per hour Average Monthly Bonus: $1,000 $1,300 Top performers earn the equivalent of $26.00 $35.00 per hour Full-time | 40 hours per week. Occasional overtime may be required based on business needs. Serve as the Primary Client Point of Contact Manage a high volume of inbound client calls with professionalism and confidence Strive for first-call resolution whenever possible while ensuring accuracy and compliance Deliver service that contributes to strong customer satisfaction outcomes Respond to client emails, text messages, and occasional live chats within service level expectations Provide clear guidance regarding required documentation and next steps Demonstrate empathy while maintaining structure and call control Drive Document Collection & Case Progress Proactively request tax-related and financial documentation Review submitted documents for completeness and internal compliance standards Identify missing information and follow up with urgency Ensure all materials are properly uploaded and organized in our CRM Maintain Accurate Case Records Document all interactions thoroughly in our CRM system Track open communication tickets and ensure timely resolution Collaborate cross-functionally with case managers and internal teams Escalate Appropriately Recognize when an issue requires additional support Partner with leadership or other departments to ensure proper resolution 3-5 years of experience in customer service, client support, call center Comfortable handling high call volume in a structured environment Focused on resolving client needs efficiently while maintaining service quality Strong written and verbal communication skills Experience working within a CRM or ticketing system Organized, detail-oriented, and process-driven Able to manage follow-ups and multiple open cases simultaneously Experience in tax services, document processing, loan processing, or financial services is a plus but not required. 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 TaxRise family: Medical, Dental, and Vision Insurance (starting after 60 days) Paid Time Off 401(k) retirement plan with company match Professional Development Program to support your growth Access to our on-site gym and gaming lounge Catered team lunches every Friday Fun and energizing quarterly company outings At TaxRise, our mission is simple yet impactful: to revolutionize the way taxpayers navigate their tax challenges. We believe in the power of lifting others up, and that's the driving force behind everything we do. When you join us, you're not just becoming part of a company; you're joining a movement. We're a team that thrives on celebrating successes and making a genuine impact on people's lives. We're proud to be the fastest-growing company in our industry, and we're on the lookout for exceptional individuals to help us continue our journey of transformation. If you're ready to bring your unique talents and innovative spirit to a company where your work truly matters, TaxRise is the place to be. Join us and be part of a team that's reshaping the future of tax resolution. At TaxRise, we're proud to be an equal opportunity employer. We know that a world-class culture stems from the diversity and talent of our team. We provide equal employment opportunities (EEO) to all without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable law. TaxRise is also committed to ensuring equal opportunity in employment for qualified persons with disabilities. If you require any reasonable accommodation throughout the recruiting process, please let your recruiter know.