Job Title: Customer Service Representative
Location: Encino CA. 

Company Overview:
New Gig Solutions  is working with a a leading tax resolution firm dedicated to helping individuals and businesses resolve their tax issues with the IRS and state tax authorities. They  pride themselves  on providing expert advice and outstanding customer service to guide clients through their tax challenges.

Job Summary:
As a Customer Service Representative at our client , you will be the first point of contact for clients, offering assistance and guidance throughout the tax resolution process. You will play a critical role in ensuring client satisfaction by providing timely and accurate responses, handling inquiries, and resolving issues with professionalism and empathy.

Key Responsibilities:

• Serve as the primary point of contact for clients, providing high-quality customer service via phone, email, and chat.
• Answer client questions regarding tax resolution services, IRS processes, and case statuses.
• Maintain accurate records of client interactions, ensuring all information is up to date in our CRM system.
• Assist in scheduling consultations and follow-up appointments for clients with tax professionals.
• Collaborate with internal departments (Tax Professionals, Account Managers) to ensure prompt issue resolution and seamless client experience.
• Educate clients on next steps in the resolution process, ensuring they understand timelines and required documents.
• Respond to complaints, concerns, and inquiries with professionalism, ensuring a positive experience for every client.
• Proactively follow up with clients to keep them informed of the progress of their cases.
• Handle sensitive financial information with confidentiality and discretion.
• Identify opportunities for service improvements based on client feedback and relay this information to management.

Qualifications:

• High School Diploma or equivalent (Associate's Degree or higher preferred).
• 1-2 years of experience in customer service, preferably in a financial services or tax-related field.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills and the ability to think critically under pressure.
• Ability to handle a high volume of calls while maintaining quality service.
• Proficiency with Microsoft Office Suite and CRM software (experience with tax resolution software is a plus).
• Ability to work in a fast-paced environment and handle confidential information with integrity.

Preferred Qualifications:

• Experience working in a tax resolution firm or similar financial service setting.
• Basic understanding of IRS tax processes and procedures.
• Bilingual (Spanish preferred).

What We Offer:

• Competitive salary and performance bonuses
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Ongoing training and professional development opportunities