Retention Specialist (Client Success Department)

Why Join FreshTax?

At FreshTax , we don’t just help people with tax debt - we help them get their lives back.

Our mission is to give individuals and families a fresh start by offering real solutions, compassion, and a path toward financial stability.

We’re a high-energy, growing company that’s redefining what it means to work in tax relief. If you’re passionate about helping others, love fast-paced environments, and thrive on achieving goals - this is where you belong.

About the Role:

As a Retention Specialist , you’ll be the bridge between our clients and their financial peace of mind. Your job is to step in when clients are uncertain or frustrated - and turn things around with empathy, communication, and solutions.

You’ll handle inbound and outbound calls from clients requesting to cancel, de-escalate issues, and find win-win resolutions that keep them enrolled and confident in our process.

You’ll also collaborate closely with other departments to strengthen communication and ensure every client feels valued and supported.

This is a 100% in-office position at our Santa Ana headquarters. If you’re looking for an engaging, in-person environment where your impact is seen and celebrated daily - we’d love to meet you.

What You’ll Do:

• Manage and respond to cancellation or escalation requests through our ticketing systems.
• Call clients to understand their concerns, identify root issues, and find creative ways to retain them.
• Use confident, persuasive communication skills to rebuild trust and strengthen client relationships.
• Document every call and resolution accurately in our CRM and ticketing system.
• Identify patterns or recurring issues and share feedback with management to improve client satisfaction.
• Partner with sales, customer service, and case management teams to ensure a seamless client experience.
• Handle other duties and projects assigned by leadership to help drive retention success.

What You’ll Need:

• 2+ years of experience in a call center, sales, or client retention environment.
• Proven ability to handle escalated calls with empathy and confidence.
• Excellent verbal and written communication skills.
• Strong attention to detail and organization.
• Ability to multitask in a fast-paced environment while staying calm and professional.
• High school diploma or GED required; associate degree preferred.

Bonus Points: Experience in financial services, debt relief, or tax resolution is a plus.

What You’ll Get:

We believe in taking care of our team so they can take care of our clients. Here’s what you can expect:

• Competitive Pay: $17-$23/hr (based on experience and performance).
• Paid Time Off: Sick Days and Company Holidays.
• Career Growth: Opportunities for promotion within FreshTax.
• Fun Fridays: Catered lunches and an upbeat office vibe.
• Quarterly Team Events: Outings, celebrations, and rewards.
• Supportive Team Culture: Work alongside people who genuinely care.

About FreshTax:

At FreshTax , we’re one of the fastest-growing companies in the tax resolution industry - helping thousands of Americans overcome IRS and state tax challenges every year.

We’re built on empathy, transparency, and results. Every team member here plays a vital role in changing lives for the better.

If you’re looking for a place where your voice is heard, your effort is recognized, and your success is celebrated - FreshTax is the place for you.

Equal Opportunity Employer:

FreshTax is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you require accommodations during the hiring process, please let your recruiter know - we’re happy to help.