Customer Service Representative

About the Job

WHY JOIN FRESHTAX?

At FreshTax, we're not just helping people with their taxes - we're helping them get their lives back. Our mission is to give individuals and families facing IRS challenges a real path toward peace of mind. Every day, we turn uncertainty into clarity and stress into confidence.

If you're passionate about helping people, thrive in a fast-paced environment, and want to grow within a company that's expanding rapidly, you'll love being part of the FreshTax family.

ABOUT THE ROLE:

As a Customer Service Representative, you'll be the main point of contact for clients enrolled in our tax relief programs. You'll guide them through their resolution journey by providing updates, collecting documents, answering questions, and ensuring they feel supported every step of the way.

This role is ideal for someone who is detail-oriented, empathetic, organized, and confident on the phone. You'll work closely with Case Managers and other departments to create a smooth, positive client experience from start to finish.

Important: This is a 100% on-site position at our Santa Ana headquarters. We believe in collaboration, accountability, and the kind of team energy that only happens in person.

COMPENSATION:

• Base Pay: $17.00 - $23.00 per hour (DOE).
• Full-time: 40-50 hours per week.

WHAT YOU'LL DO:

Client Communication:

• Handle a high volume of inbound and outbound calls with professionalism and empathy.
• Provide clear updates, answer client questions, and ensure they always understand next steps.
• Reach out via phone, email, and text to collect missing documents or clarify details.
• Maintain consistency and accuracy by keeping detailed notes in our CRM.
• Escalate complex issues to management or the proper department when needed.

Document Coordination:

• Request, review, and verify tax documents for accuracy and completeness.
• Ensure all items meet compliance standards before submitting to Case Managers.
• Follow up on missing or incomplete paperwork to keep cases moving forward.

Administrative & CRM Support:

• Collaborate directly with Case Managers to progress each client file.
• Organize client information, tickets, and follow-ups inside the CRM system.
• Assist in creating a smooth transition through each phase of the tax resolution process.

WHAT YOU'LL NEED TO HAVE:

• 1+ year of customer service experience (call center or tax-related experience is a plus).
• Strong written and verbal communication skills.
• Excellent phone etiquette and the ability to stay calm under pressure.
• High attention to detail and strong organizational skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proactive attitude with a true desire to help clients.
• Bilingual (Spanish) a plus but not required.

WHAT WE OFFER:

• Paid training and continuous learning opportunities.
• Paid time off (sick days and holidays).
• 401(k) with company match.
• Clear growth paths into Case Management or advanced support roles.
• Catered team lunches every Friday.
• Fun, upbeat office culture with quarterly team outings and seasonal celebrations.
• Supportive leadership and a team environment that values transparency and accountability.

ABOUT FRESHTAX:

FreshTax is one of the fastest-growing tax relief companies in America. Our approach is built on transparency, compassion, and real results for our clients. We invest in our team, promote from within, and believe that when our employees grow, our clients win.

If you want to build a career with purpose, impact, and long-term opportunity, FreshTax is the place to be.

OUR COMMITMENT:

FreshTax is an equal opportunity employer. We value diversity and are committed to creating an inclusive workplace where every team member feels supported and empowered.