Client Retention Agent

ABOUT THE ROLE

As a Client Retention Agent, you’ll serve as a senior member of our Client Experience team. This role requires excellent communication, strong problem-solving and de-escalation skills, and the ability to resolve complex client concerns while feeling comfortable and energized spending an average of 4+ hours daily actively speaking with clients on the phone.

You’ll play a key role in shaping the customer journey by resolving advanced client concerns, identifying patterns in client feedback, and partnering cross-functionally to improve processes and retention strategies. Your ability to navigate sensitive conversations, build trust, and deliver solutions will directly impact client satisfaction and business performance.

This position is ideal for someone who thrives in a fast-paced environment, enjoys tackling challenging scenarios, and is motivated to elevate both the client experience and internal operations.

We’re all about that in-person vibe, so this role is 100% on-site. If you’re excited to collaborate side-by-side with a high-performing team, we’d love to meet you.

HOW YOU’LL BE REWARDED

At Tax Rise, Inc., we recognize and reward high performance, ownership, and results.

• Base Pay: $25.00 – $28.00/hour (full-time, 40 hours/week). Occasional overtime may be required based on business needs.
• Monthly Bonus: $1,500 – $2,000 average earning potential
• Total Compensation: Approximately $71,000 – $94,000 annually

Highly motivated team members who consistently exceed expectations have the opportunity to maximize earnings within this structure.

WHAT YOU’LL DO

• Manage and resolve complex client escalations and cancellation requests through our ticketing systems
• Engage directly with clients to understand concerns, de-escalate situations, and deliver tailored solutions
• Apply advanced communication and negotiation techniques to retain clients and resolve issues effectively
• Identify trends in client feedback and provide actionable insights to leadership to improve processes and experience
• Partner cross-functionally (Sales, Client Care, Operations) to drive seamless resolutions and continuous improvement
• Maintain detailed and accurate documentation across CRM and internal systems
• Take ownership of high-priority cases and contribute to elevating team standards

WHAT YOU’LL NEED

• 3+ years of experience in a call center, client experience, or sales environment
• Proven experience handling escalated or high-priority client interactions
• Strong analytical and problem-solving skills with the ability to identify trends and root causes
• Experience working within CRM systems (Salesforce or similar platforms)
• Excellent communication, emotional intelligence, and conflict resolution skills
• High school diploma or GED (or equivalent combination of education and experience)