Customer Service Representative II (Seasonal)

Kenyan Edu; Texas; Hybrid; USD 18,000 - 26,000; Full time

Job summary

Ninja Partners LLC is seeking a Customer Service Representative II (Seasonal) to join our remote team supporting a US tax-filing platform. You will handle inquiries via phone and chat, resolve issues, document interactions in the CRM, and escalate when needed, all while maintaining professionalism under peak tax-season pressure.

We offer a remote full-time seasonal role with BYOD, a $16 per hour rate, and the chance to develop tax knowledge and customer-care skills through training and

Qualifications

• 2+ years of customer-facing support experience.
• Experience supporting customers over the phone.
• Ability to explain complicated information in simple terms.
• Ability to recognize when to escalate rather than provide an answer; manage stressful situations with professionalism.

Responsibilities

• Responds promptly to customer inquiries via phone or chat.
• Provides information about products and services.
• Resolves complex customer issues efficiently and documents interactions in CRM.
• Escalates more complex questions to higher-level support when needed.
• Assist customers with tax filing questions (refund status, documents, IRS statuses, W-2s, dependents).
• Collaborates with other departments to resolve issues and meet KPIs.

Skills

Customer support

Phone support

Communication skills

Escalation handling

Tools

CRM software

Job description

# Customer Service Representative II (Seasonal)Ninja Partners LLCRemote Full Time Remote Posted 2 hours agoShare this job:WhatsApp LinkedIn X Facebook Email#### Job DescriptionHeadquarters: Texas, United States URL: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=41a778b2-3a5e-42c7-9770-87f62458fb3e&ccId=9200871460505\\_2 Work Setup: Remote/WAHEquipment: (BYOD) Bring-Your-Own-DeviceSalary: $16/hrThe Customer Service Representative II is responsible for handling incoming customer inquiries via phone, email, or chat and resolving customer issues in a timely and professional manner. What does a day in the life of a Customer Service Representative look like?Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as, phone, email, or chatProvides in-depth information about products and services to customersResolves complex customer issues in a timely and efficient mannerFollow up with customers to ensure that their issues have been resolved to their satisfactionProperly and accurately document customer interactions in the organization’s CRMHandle cases that require escalation to higher-level support or management and ensure they are resolved efficientlyEffectively manage high-pressure situations, maintaining professionalism and composure while resolving issuesAdhere to company policies and proceduresMeet or exceed performance targets for related KPIsContinuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modulesCollaborate with other departments as needed to resolve customer issuesMaintain a positive, empathetic, and professional attitude toward customers and colleagues at all timesPerform other duties as assignedProvide customer support via phone and chat for a US tax-filing platform.Handle tax filing and product-related inquiries, including refund status, filing requirements, tax documents, IRS statuses, W-2s, dependents, and other high-level tax questions.Assist customers with account, payment, and basic product/app issues, including troubleshooting when documents or features are not working.Explain tax and financial information and help customers understand what information/documents they need to complete their return.Handle customer interactions with patience, professionalism, and a nonjudgmental approach, particularly given the stressful nature of tax-related inquiries.Escalate more complex tax questions to a potential higher-tier tax professional, subject to final model/scoping confirmation.What are the required qualifications of a Customer Service Representative?2+ years of customer-facing support experience● Experience supporting customers over the phoneAbility to explain complicated information in simple, conversational languageAbility to recognize when to escalate rather than provide an answer; client identified knowing when not to answer as a core competencyExperience handling stressful customer situations with patience and professionalismPrior experience in tax preparation, tax software, fintech, banking, insurance, or another regulated financial productAvailability during tax season, including some evenings and weekends during peak periodsWarm, calm, patient, conversational, nonjudgmental, thoughtful, and confident without bluffing.If you are interested, you can access your instant interview here: https://alpharun.com/i/LPgNWmtnbZuOoRc9nAdMdDisclaimer:The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law. To apply: https://weworkremotely.com/remote-jobs/ninja-partners-llc-customer-service-representative-ii-seasonal