Client Satisfaction Specialist

POSITION SUMMARY
The Executive Review Board Specialist for Optima Tax Relief, LLC (Optima) is located in the Santa Ana, California office and reports to the Associate Director, Brand Protection. This position is responsible for handling escalated inquiries from our existing clients to deescalate and resolve their concerns. Additionally, this role handles both outbound and inbound calls and provides status updates. To be successful, this role must be able to communicate effectively with both clients and employees in other departments, meet deadlines, be a team player, and have excellent customer service skills going above and beyond to ensure a positive customer experience. This role must also champion Optima's culture and Core Values.

• Address client inquiries in a professional manner with ample focus on the clients' needs.
• Manage client pipeline to ensure it is always accurately and timely updated in SalesForce and following up with relevant internal departments on client matters.
• Maintain consistent contact with escalated clients in order to provide updates on progress of escalated matter.
• Prepare a detailed report of client issue for management.
• Interact and communicate with employees of other departments.
• Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information (PII).
• Other duties as assigned.

• Associate's degree or two years' college coursework in a related field from an accredited institution.
• 1-2 years relevant experience preferred.

• A positive mindset and "get-it-done" attitude.
• History of successfully exceeding goals in a fast-paced environment.
• Strong listening skills with the ability to understand and influence.
• Solid computer skills with experience effectively managing CRM.
• Bilingual English/Spanish a plus.