Customer Care Specialist

Your Journey at Crowe Starts Here:

At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you're trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That's why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry.

Job Description:

Role Summary

The Customer Care Team serves as a primary point of contact for ITR Economics' prospects, clients, and internal teams. This role is client-centric and relationship-driven, supporting clients throughout their lifecycle-from initial inquiry and purchase through ongoing service, renewal, and technical support. Customer Care plays a critical role in delivering an exceptional client experience, supporting revenue retention, and ensuring accurate systems and account management across the organization.

Key Responsibilities

Client & Prospect Support

• Assist prospective clients throughout their purchasing journey by answering questions, clarifying offerings, and connecting them with appropriate solutions.
• Support external clients and internal employees across all departments by providing timely, accurate information and coordination.
• Conduct discovery calls with prospective clients originating from the website, email inquiries, and social media channels to understand needs and determine next steps.

Client Retention & Relationship Management

• Proactively contact clients who are not renewing to understand challenges, gather feedback, and explore potential solutions or alternatives.
• Act as a trusted point of contact, ensuring client concerns are heard and appropriately addressed.
• Escalate trends, feedback, and recurring challenges to leadership and relevant departments to improve client experience and retention.

Technical & Account Support

• Provide technical and account-related support to clients via the ITR Economics chat system, email, and incoming phone calls.
• Assist with subscription questions, account access issues, service inquiries, and general product support.
• Guide clients in navigating ITR Economics' platforms and services to ensure effective usage and satisfaction.

Systems & Data Management

• Maintain accurate, up-to-date account and contact records within ITR Economics' CRM system and OnDemand platform.
• Ensure data integrity by documenting client interactions, updates, and service-related notes.
• Support internal reporting and visibility by keeping client records current and complete.

Skills & Competencies

• Strong client-service mindset with a focus on relationship building and problem-solving
• Excellent verbal and written communication skills
• Ability to conduct effective discovery conversations and ask thoughtful, clarifying questions
• Comfortable working across multiple systems and platforms
• High attention to detail and commitment to data accuracy
• Collaborative, adaptable, and able to support multiple internal teams

Qualifications/Requirements

• Bachelor's degree
• 2-4 years of relevant experience in customer support
• 1-2 years of experience with Microsoft Suite (Outlook, Word, Excel)
• Experience with HubSpot (preferred) or similar CRM

Impact of the Role

The Customer Care Team directly influences client satisfaction, retention, and revenue growth. By serving as a trusted resource for clients and a connector across departments, this role helps ensure that ITR Economics delivers a seamless, high-quality experience at every stage of the client journey.

We expect the candidate to uphold Crowe's values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Crowe is not sponsoring for work authorization at this time.

Our Benefits:
Your exceptional people experience starts here. At Crowe, we know that great peopleare what makes a great firm. We care about our people and offer employees a comprehensive total rewards package. Learn more about what working at Crowe can mean for you!

How You Can Grow:
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!

More about Crowe:
Crowe (www.crowe.com) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.

Crowe LLP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, genetics, national origin, disability or protected veteran status, or any other characteristic protected by federal, state or local laws.

Crowe LLP does not accept unsolicited candidates, referrals or resumes from any staffing agency, recruiting service, sourcing entity or any other third-party paid service at any time. Any referrals, resumes or candidates submitted to Crowe, or any employee or owner of Crowe without a pre-existing agreement signed by both parties covering the submission will be considered the property of Crowe, and free of charge.

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