Call Center Representative I

ABOUT THE ROLE

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.

HOW YOU’LL BE REWARDED

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.

WHAT YOU’LL DO

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

• 1–2 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.