Client Success Consultant I

Summary:

We are seeking a motivated, client-focused, and service-driven Client Success Consultant (CSC) to serve as the first point of client relationship contact within our growing Client Success Department. This is an entry-level professional role designed for individuals who are passionate about client service, eager to develop expertise in the property tax industry, and committed to delivering the O'Connor Signature Client Experience on every call. As an entry-level member of the Client Success team, you will manage a book of primarily residential clients with properties valued up to $1M. Your core responsibility is to build strong, trusting phone-based relationships, ensure clients feel educated, informed, and confident in O'Connor's representation, and support client retention through proactive outreach and responsive service. You will master the fundamentals of the property tax protest and appeals process, learn to handle client inquiries and objections with composure and professionalism, and execute the O'Connor Signature Client Experience with discipline and consistency. This role is the foundation of the Client Success career ladder. Excellence here creates the pathway to Sr. Client Success Consultant and beyond. Your performance, growth mindset, and commitment to service mastery will determine how quickly you advance.

Role Overview:

The Client Success Consultant is a phone-based relationship management role responsible for a defined book of primarily residential client accounts with properties valued up to $1M. You will manage inbound and outbound communication, educate clients on their property tax status and protest outcomes, handle service issues and objections, maintain CRM records with accuracy and discipline, and ensure every client interaction reflects the O'Connor Signature Client Experience. This is a structured, high-accountability role with clear performance expectations and direct coaching support. The right candidate brings a service/client success-first mindset, strong verbal communication skills, a genuine desire to learn the property tax industry, and the discipline to execute with consistency every single day.

Proactive Outbound Client Relationship Management (50%)

· Manage a defined portfolio of primarily residential client accounts with property values up to approximately $1M, serving as their dedicated Client Success Consultant.

· Make proactive outbound calls to confirm account status, communicate protest outcomes, answer client questions, and reinforce the value of O'Connor's representation.

· Apply active listening techniques - including the 70/30 listening-to-talking ratio, asking calibrated questions, and the 3-second pause method - to fully understand client concerns before responding.

· Educate clients on the property tax protest and appeals process in clear, accessible language, reducing anxiety and building confidence in O'Connor's expertise.

· Build rapport and trust through every touchpoint so clients feel heard, respected, and confident they made the right choice in choosing O'Connor.

· Set accurate expectations regarding timelines, outcomes, and next steps so clients are never left guessing or frustrated.

· Model excellence in tone, diction, verbal clarity, and professional language in every client interaction.

· Ensure clients leave every call feeling informed, valued, and positive about their relationship with O'Connor & Associates.

· Support outbound retention and advocacy campaigns by asking satisfied clients for referrals, testimonials, and Google reviews at the right moment in the relationship.

Inbound Calls and Client Retention, Issue Resolution, and Service Recovery (30%)

· Handle objections, complaints, and service concerns with composure, empathy, and practical problem-solving so that client relationships are protected and strengthened.

· Identify at-risk clients proactively and escalate appropriately to preserve retention and prevent avoidable cancellations.

· Resolve common client issues - billing questions, timeline concerns, account updates, service status - promptly and with a clear resolution communicated back to the client.

· Partner with internal teams (appeals, research, operations) to resolve issues that require cross-functional coordination.

· De-escalate emotionally charged conversations with calm professionalism and direct accountability.

CRM Discipline, Documentation, and Operational Excellence (20%)

· Maintain accurate, complete, and timely CRM records for all client interactions, case notes, follow-up items, and account updates.

· Execute daily workflows with operational discipline, including queue management, call logging, follow-up scheduling, and task completion.

· Track and communicate open items until they are fully resolved, owning follow-through on every client commitment.

· Support departmental reporting, data quality standards, and continuous improvement initiatives as directed.

· Perform other duties as assigned in support of the Client Success Department's mission and goals.

Culture & Performance Warrior - O'Connor Signature Client Experience (100%)

· Live the O'Connor mission: Create 'Wow' Moments. Be Proactive, Deliberate, and Ready in every client interaction.

· Embody and promote O'Connor & Associates core values every day - in your attitude, your communication, and your execution.

· Bring the O'Connor Signature Client Experience to life through consistent, high-quality phone-based service at every touchpoint.

· Contribute to a culture where every interaction is an opportunity to enrich the life of a client and demonstrate the power of expert representation.

· Maintain composure, professionalism, and positive energy even in high-volume or emotionally demanding situations.

· Participate actively in coaching sessions, training, and skill development to continuously improve your performance and advance on the career ladder.

· Reinforce messaging map discipline so clients receive a consistent, confidence-building experience across every interaction.