Senior Customer Engagement Specialist

Job Summary

Driving customer loyalty and enhancing the customer journey, the full-time remote Senior Customer Engagement Specialist will manage complex customer inquiries related to tax servicing, ensuring timely resolutions and advocating for customer needs while collaborating with internal teams.

Key Responsibilities:

• Serves as the senior point of contact for escalated customer issues, delivering timely and empathetic resolutions
• Manages assigned caseloads and oversees omnichannel support interactions to maintain high-quality customer experiences
• Conducts outreach to external entities for tax status information and resolves complex issues related to tax records and billing discrepancies

Required Qualifications:

• Bachelor's degree in Business Administration, Finance, Marketing, Communications, or a related field, or equivalent experience
• 4-6+ years of experience in customer success, customer care, or contact center operations
• Proven experience in analytics or customer experience strategy preferred
• Experience in tax servicing or related financial services industry preferred