Retention Specialist (Client Success Department)

About the Job

Why Join FreshTax?

At FreshTax, we don't just help people resolve tax debt - we help them move forward with their lives.

Our team works with individuals and families facing IRS challenges and helps guide them toward real solutions and financial stability.

We are a fast-growing company with a high-energy office environment where motivated people can build long-term careers while making a real impact.

If you enjoy problem-solving, communicating with clients, and turning difficult situations into positive outcomes, this role could be a great fit.

About the Role:

• As a Retention Specialist, you will work directly with clients who are considering canceling or have concerns about their service.
• Your role is to understand the issue, rebuild confidence, and find solutions that keep clients engaged in the resolution process.
• You will handle both inbound and outbound communication and work closely with other departments to ensure clients feel supported and heard.

This is a 100% in-office role at our Santa Ana headquarters.

Compensation:

• $17 - $24 per hour (depending on experience)
• Full-time position

What You'll Do:

Client Retention:

• Respond to cancellation or escalation requests through the ticketing system
• Speak with clients to understand concerns and identify solutions
• De-escalate situations and rebuild trust through clear communication

Client Communication:

• Make outbound calls to follow up on client concerns
• Explain processes, timelines, and next steps
• Maintain a professional and empathetic tone during challenging conversations

Documentation & Coordination:

• Record detailed notes and outcomes in the CRM and ticketing system
• Identify recurring issues and provide feedback to management
• Work closely with sales, customer service, and case management teams to resolve concerns

What You'll Need:

• 2+ years of experience in a call center, sales, or client retention role
• Strong communication and persuasion skills
• Ability to remain calm and professional during escalated conversations
• Strong attention to detail and organization
• Ability to multitask in a fast-paced environment
• High school diploma or GED required
• Associate degree preferred

Experience in financial services, tax resolution, or debt relief is a plus.

What We Offer:

• Paid training
• Opportunities for advancement
• Supportive team environment

Perks:

• Paid sick time and company holidays
• Catered lunches every Friday
• Quarterly team outings and events
• Positive, high-energy office culture

About FreshTax:

FreshTax is a rapidly growing tax resolution company helping individuals resolve IRS and state tax issues. Our team is focused on providing clear guidance, strong client support, and real solutions.

Every team member plays an important role in helping clients move toward a fresh financial start.

Equal Opportunity Employer:

FreshTax is an equal opportunity employer committed to maintaining an inclusive workplace for all employees.