Customer Care Escalations Associate (Property Tax)

TL;DR

Customer Care Escalations Associate (Property Tax): Manage escalated inbound tax inquiries and provide borrower outreach with an accent on troubleshooting across multiple systems, accurate documentation, and meeting client service-level response times. Focus on delivering professional resolutions, building product/process knowledge, and handling challenging customers with minimal additional support.

Location: Rochester, NY

Salary: 38,500 - 45,760 USD (annual)

Company

hirify.global provides property intelligence and customer support services for the property ecosystem.

What you will do

• Manage escalated inbound tax inquiries from Tier 1 customer care agents on behalf of clients.
• Perform outbound outreach and provide updates to borrowers via phone.
• Troubleshoot end-to-end issues using multiple internal systems (up to 10) and provide guidance to customers and internal stakeholders.
• Document customer interactions accurately and participate in training support for new hires.
• Meet or exceed inquiry response times, production metrics, and quality targets while adhering to schedule and attendance guidelines.

Requirements

• High school diploma, GED, or equivalent required; bachelor’s degree preferred.
• 3+ years of experience in a customer support role.
• Required industry experience: tax, banking, mortgage, or real estate.
• Strong written and verbal communication, active listening, and customer service skills.
• Strong problem-solving, critical thinking, and analytical skills; ability to work in a structured, high-volume environment with attention to detail.
• Strong computer skills (including Microsoft) and typing ability of 35 wpm+.

Culture & Benefits

• Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Multiple medical plan options with mental health and wellness support.
• 401(k) with company match and vesting after one year.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• $400 annual well-being stipend and tuition assistance up to $5,250.

Hiring process

• Training and onboarding support for new hires, including chat and side-by-side sessions.
• Interviews and evaluation focused on customer support experience, communication, and problem-solving.