Retention Specialist na Guardian Tax

Retention Specialist

Location: Irvine, CA 92614 (in-office role)

About the role
Guardian Tax is hiring a Retention Specialist to own all escalated client calls and work directly with management to stabilize accounts, set expectations, and keep clients successfully moving through their Tax Relief program. This is in-office in Irvine, CA and requires prior Tax Relief industry experience (you’ve worked in tax relief, debt settlement, case management, or similar).

What you’ll do

• Take over escalated, high-priority client calls; de-escalate, diagnose issues, and present clear next steps.
• Partner daily with Management, Case Managers, EAs/Attorneys, and Sales to resolve holds, missing docs, payment concerns, and timeline questions.
• Retain/salvage at-risk accounts by resetting expectations, adjusting plans when appropriate, and confirming client commitment.
• Log accurate notes in the CRM; track outcomes and share trends with leadership to improve playbooks and client experience.
• Hit key metrics (save rate, response time, quality scores) while maintaining professionalism and empathy on every call.
• All inbound/escalated calls—no cold calling.

What you bring (Required)

• Tax Relief industry background (e.g., Tax Case Management, Tax Relief Sales/Opener/Closer, debt settlement, or legal negotiation).
• Experience handling high-volume or escalated calls with proven de-escalation skills.
• Coachable, emotionally intelligent, patient; comfortable with rejection and tough conversations.
• Strong communication and documentation; CRM proficiency.

Bonus points if you’ve done

• Call center or high-call-volume work (inbound or outbound)
• High-ticket or consultative sales (autos, real estate, mortgages, fitness, retail, financial services)
• Tax relief, debt settlement, or legal negotiation
• Tax Case Management / Tax Relief Sales Opener
• Retention/Saves in prior high-volume roles

Compensation & benefits

• $25–$28 per hour DOE
• Benefits: Health, Dental, Vision
• Schedule: Monday–Friday, daytime only (no nights/weekends)
  Office vibe: Music, team lunches, daily unlimited snacks, ping pong, foosball—supportive, high-energy floor

Guardian Tax is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.