Retention Specialist (Client Success Department)
FreshTax, Santa Ana, CA, United States
Join FreshTax
At FreshTax, we don't just help people resolve tax debt
we help them move forward with their lives. Our team works with individuals and families facing IRS challenges and helps guide them toward real solutions and financial stability. We are a fast-growing company with a high-energy office environment where motivated people can build long-term careers while making a real impact. If you enjoy problem-solving, communicating with clients, and turning difficult situations into positive outcomes, this role could be a great fit. About The Role
As a Retention Specialist, you will work directly with clients who are considering canceling or have concerns about their service. Your role is to understand the issue, rebuild confidence, and find solutions that keep clients engaged in the resolution process. You will handle both inbound and outbound communication and work closely with other departments to ensure clients feel supported and heard. This Is A 100% In-Office Role At Our Santa Ana Headquarters
Compensation: $17
$24 per hour (depending on experience) Full-time position What You'll Do
Client Retention
Respond to cancellation or escalation requests through the ticketing system Speak with clients to understand concerns and identify solutions De-escalate situations and rebuild trust through clear communication Client Communication
Make outbound calls to follow up on client concerns Explain processes, timelines, and next steps Maintain a professional and empathetic tone during challenging conversations Documentation & Coordination
Record detailed notes and outcomes in the CRM and ticketing system Identify recurring issues and provide feedback to management Work closely with sales, customer service, and case management teams to resolve concerns What You'll Need
2+ years of experience in a call center, sales, or client retention role Strong communication and persuasion skills Ability to remain calm and professional during escalated conversations Strong attention to detail and organization Ability to multitask in a fast-paced environment High school diploma or GED required Associate degree preferred Experience in financial services, tax resolution, or debt relief is a plus. What We Offer
Paid training Opportunities for advancement Supportive team environment Perks
Paid sick time and company holidays Catered lunches every Friday Quarterly team outings and events Positive, high-energy office culture About FreshTax
FreshTax is a rapidly growing tax resolution company helping individuals resolve IRS and state tax issues. Our team is focused on providing clear guidance, strong client support, and real solutions. Every team member plays an important role in helping clients move toward a fresh financial start. Equal Opportunity Employer
FreshTax is an equal opportunity employer committed to maintaining an inclusive workplace for all employees.
At FreshTax, we don't just help people resolve tax debt
we help them move forward with their lives. Our team works with individuals and families facing IRS challenges and helps guide them toward real solutions and financial stability. We are a fast-growing company with a high-energy office environment where motivated people can build long-term careers while making a real impact. If you enjoy problem-solving, communicating with clients, and turning difficult situations into positive outcomes, this role could be a great fit. About The Role
As a Retention Specialist, you will work directly with clients who are considering canceling or have concerns about their service. Your role is to understand the issue, rebuild confidence, and find solutions that keep clients engaged in the resolution process. You will handle both inbound and outbound communication and work closely with other departments to ensure clients feel supported and heard. This Is A 100% In-Office Role At Our Santa Ana Headquarters
Compensation: $17
$24 per hour (depending on experience) Full-time position What You'll Do
Client Retention
Respond to cancellation or escalation requests through the ticketing system Speak with clients to understand concerns and identify solutions De-escalate situations and rebuild trust through clear communication Client Communication
Make outbound calls to follow up on client concerns Explain processes, timelines, and next steps Maintain a professional and empathetic tone during challenging conversations Documentation & Coordination
Record detailed notes and outcomes in the CRM and ticketing system Identify recurring issues and provide feedback to management Work closely with sales, customer service, and case management teams to resolve concerns What You'll Need
2+ years of experience in a call center, sales, or client retention role Strong communication and persuasion skills Ability to remain calm and professional during escalated conversations Strong attention to detail and organization Ability to multitask in a fast-paced environment High school diploma or GED required Associate degree preferred Experience in financial services, tax resolution, or debt relief is a plus. What We Offer
Paid training Opportunities for advancement Supportive team environment Perks
Paid sick time and company holidays Catered lunches every Friday Quarterly team outings and events Positive, high-energy office culture About FreshTax
FreshTax is a rapidly growing tax resolution company helping individuals resolve IRS and state tax issues. Our team is focused on providing clear guidance, strong client support, and real solutions. Every team member plays an important role in helping clients move toward a fresh financial start. Equal Opportunity Employer
FreshTax is an equal opportunity employer committed to maintaining an inclusive workplace for all employees.