Job Description:
The Case Manager serves as the main point of contact between the organization and clients, with a focus of ensuring client satisfaction and retention. They are also responsible for gathering information and documentation for every case assigned. The Case Manager works closely with various internal teams to deliver high-quality solutions and exceed client expectations.
Responsabilities:
- Client Relationship Management
- Act as the primary point of contact for client inquiries and requests.
- Provide excellent customer service by promptly addressing inquiries, complaints, and escalations.
- Build and maintain strong relationships with clients to enhance satisfaction and retention.
- Monitor client satisfaction and follow up post-resolution to gather feedback and ensure ongoing engagement.
- Collaborate with internal teams to resolve complex cases and exceed client expectations.
- Document Management
- Gather, organize, and maintain accurate case documentation from clients and external entities.
- Ensure all case files are up-to-date and contain all necessary information for review and resolution.
- Manage documentation processes efficiently to comply with service level agreements (SLAs).
- Collaborate closely with Enrolled Agents to address and resolve clients' tax-related issues, ensuring effective and timely communication. Follow the established tasking process to manage case progression and deliver optimal outcomes for clients.
- Revenue Generation
- Identify and pursue new business opportunities by collaborating with relevant departments.
- Build rapport with clients to encourage repeat business and generate referrals.
- Actively seek testimonials and endorsements from satisfied clients to drive business growth.
Required Knowledge, Skills and Abilities:
- Excellent verbal and written communication skills.
- Strong organizational and time management skills for effectively managing workload and meeting deadlines.
- Strong client relationship management skills, with a focus on client satisfaction and retention.
- Proficiency in identifying business opportunities and contributing to revenue generation.
- Ability to work independently in a fast-paced environment while collaborating effectively with internal teams.
Work schedule (On-site)
Work schedule (On-site)
- Monday–Thursday: 9:00 AM – 6:30 PM EST
- Friday: 9:00 AM – 3:00 PM EST
- Schedule is subject to U.S. daylight saving time changes.
Edificio Aney Muñoz II, Tercer Nivel, Av. 27 de Febrero esq. Av. Metropolitana, Los Jardines Metropolitanos, Santiago.
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