What are the responsibilities and job description for the Client Relations Advisor position at Priority Tax Relief?
Role Details:
Work Location: Fairfield (In office)
Job Type: Full-time
Experience: Call center: 1 year (Preferred) and/or Customer service: 2 years (Required)
Education: Associate (Required)
Supplemental Pay: Bonus eligible
Work Location: Fairfield (In office)
Job Type: Full-time
Experience: Call center: 1 year (Preferred) and/or Customer service: 2 years (Required)
Education: Associate (Required)
Supplemental Pay: Bonus eligible
Benefits:
Our organization provides a comprehensive and competitive compensation package, including a 401(k), medical, dental, and vision coverage, life insurance, paid time off, and a range of additional employee benefits.
About Us:
With over 30 years of experience, Priority Tax Relief alleviates tax stress through efficient, empathetic, and transparent services. We specialize in swift tax resolution for individuals and businesses, powered by our PTR Exclusive Edge. Join our team and help clients regain financial peace of mind through expert support and care.
Job Overview:
As a Client Relations Advisor (CRA), Tax & Legal Support, you’ll be the first point of contact for clients seeking help with their tax challenges, setting the tone for a positive, solution-focused experience. You’ll guide clients through our process, answering questions related to IRS notices, tax documentation, payment plans, and more, all while working closely with our experienced tax professionals.
This is more than just a support role; it’s a stepping stone to grow within the tax resolution and legal services field. You’ll gain hands-on experience in client communications, tax processes, and case management, with pathways to advance to a CRA II and Senior Advisor roles.
Key Responsibilities:
- Respond to inbound calls and emails regarding tax-related inquiries with clarity, professionalism, and empathy.
- Assist clients in understanding notices from the IRS or state tax agencies.
- Provide updates on case progress and help manage client expectations.
- Use active listening and de-escalation techniques to support clients who may be anxious or distressed about their financial situation
- Coordinate with tax professionals and case managers to ensure consistent, accurate communication.
- Maintain accurate records of all client interactions and case notes in our system.
- Help clients upload, submit, or gather required tax documentation.
- Stay informed about relevant tax deadlines and company procedures through ongoing training.
- Maintain confidentiality and handle sensitive financial information with discretion.
- Adapt quickly to new information, processes, and system updates in a dynamic environment.
Qualifications:
- Bachelor’s degree (Associate in business, finance, accounting, legal studies, or related field may be considered with strong experience).
- 1–2 years of customer service experience (call center, financial, tax, or related setting preferred).
- Strong verbal and written communication skills.
- Comfortable discussing financial or tax-related matters with clients.
- Calm and composed under pressure, especially when handling high-stress client situations or tight deadlines.
- Tech-savvy and able to navigate CRM systems and internal databases.
- Ability to multitask, stay organized, and work efficiently in a fast-paced environment.
- Able to learn new concepts and tools quickly and apply feedback in real time.
- Able to prioritize and stay organized in a fast-paced environment with high call volume and changing client needs.
- A patient, empathetic, and client-first mindset.