Account Executive - Case Management

About the role

ITR Dominicana is hiring an Account Executive (Case Manager) based in Santiago, working remotely. The role is the main point of contact for clients, focused on client satisfaction and retention, and involves gathering information and documentation for each assigned case. The position is open Monday to Thursday from 9:00 AM to 6:30 PM EST and Friday from 9:00 AM to 3:00 PM EST, subject to U.S. daylight saving time changes.

Key responsibilities

• Client relationship management: act as the primary contact for inquiries and requests, handle complaints and escalations promptly, build strong client relationships, monitor satisfaction and follow up after resolution.
• Document management: gather, organize and maintain accurate case documentation, keep case files up to date and meet service level agreement timelines.
• Collaborate with Enrolled Agents to resolve clients' tax-related issues, following the established tasking process.
• Identify new business opportunities, build rapport to encourage repeat business and referrals, and seek testimonials and endorsements.

Required profile

• Excellent verbal and written communication skills.
• Strong organizational and time management skills to meet deadlines.
• Strong client relationship management skills focused on satisfaction and retention.
• Ability to identify business opportunities and contribute to revenue generation.
• Ability to work independently in a fast-paced environment while collaborating with internal teams.