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.
The application deadline for this role is 03/31/2026.
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.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Crowe, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $57,100.00 - $121,100.00 per year.
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... For full info follow application link.
EOE M/F/D/V
