Call Center Representative

Call Center Representative I

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 I, you will be one of the first points of contact for newly enrolled clients, helping them understand what to expect, access their client portal, and complete the initial steps needed to move their case forward.

This role is ideal for someone who enjoys helping people, communicates clearly, and thrives in a structured, fast-paced call center environment.

This position is 100% onsite in Irvine, CA.

Base Pay: $22.00$23.00 per hour

Average Monthly Bonus: $700 $1,300

Top performers earn the equivalent of $26.00 $30.00 per hour

Full-time | 40 hours per week. Occasional overtime may be required based on business needs.

Welcome and Onboard New Clients

• Conduct welcome calls with newly enrolled clients.
• Introduce clients to TaxRise, explain the onboarding process, and set clear expectations for the next steps in their case.
• Confirm clients understand the overall tax resolution journey and the importance of completing required onboarding tasks.
• Provide a professional, supportive, and reassuring experience during each client interaction.

Support Client Portal Registration

• Assist clients with registering, logging into, and navigating the TaxRise client portal.
• Follow up with clients who have not completed virtual onboarding or accessed their portal.
• Troubleshoot basic portal access issues and escalate technical concerns when appropriate.
• Encourage clients to use the portal to securely submit documents and communicate with their assigned team.

Collect Initial Client Information

• Gather required tax filing, financial, and intake information from clients.
• Explain which documents and information are needed to begin the tax preparation and resolution process.
• Review submitted information for completeness and identify missing items.
• Follow up with clients regarding incomplete, unclear, or outstanding information.

Coordinate Case Progress

• Partner with Tax Preparation Administrators, Case Managers, and other internal teams to ensure required onboarding information has been collected.
• Confirm that cases are prepared to move to the next stage of the client journey.
• Escalate client concerns or delays that require additional assistance from leadership or another department.
• Maintain timely follow-up on open onboarding tasks and client communications.

Maintain Accurate Case Records

• Document all calls, emails, text messages, and client interactions accurately in the CRM.
• Update case statuses, communication tickets, and onboarding milestones according to company procedures.
• Ensure client information and documentation are properly uploaded, organized, and routed to the appropriate team.
• Use approved communication templates while personalizing outreach based on each client's needs.

What You'll Need To Have

• 12 years of experience in customer service, client support, onboarding, or a call center environment.
• Comfortable making and receiving a high volume of client calls.
• Strong verbal and written communication skills.
• Ability to explain processes and instructions clearly to clients.
• Patient, empathetic, and confident when assisting clients who may be stressed or confused.
• Organized, detail-oriented, and able to manage multiple follow-ups simultaneously.
• Experience documenting interactions in a CRM, ticketing system, or client management platform.
• Ability to follow established processes while recognizing when an issue should be escalated.
• Dependable and comfortable working in a structured, performance-driven environment.

Experience in tax services, document processing, loan processing, financial services, or client onboarding 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. California Applicants: Please review our Notice at Collection and California Privacy Policy before submitting your application.