Client Success Consultant

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.

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.

• 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.

• Handle objections, complaints, and service concerns with composure, empathy, and practical…