Customer Service Representative II (Seasonal)

Ninja Partners LLC; United States; Remote; USD 18,000 - 26,000; Full time

Job summary

SupportNinja is seeking a Customer Service Representative II to handle inquiries for a US tax-filing platform in a remote capacity. You will manage tax-related questions, assist customers with account and product issues, and document interactions in the CRM with accuracy while maintaining a positive, empathetic attitude.

In this role you will escalate complex tax questions to higher-tier professionals when needed, and strive to meet performance targets and maintain high-quality customer service.

Qualifications

• 2+ years of customer-facing support experience, including phone.
• Ability to explain complicated information in simple language.
• Calm, patient, and confident without bluffing.
• Experience in tax preparation, tax software, fintech, banking, or another regulated financial product.
• Available during tax season, including some evenings and weekends during peak periods.
• Willingness to escalate complex tax questions when needed.
• Strong written and verbal communication.

Responsibilities

• Respond to customer inquiries via phone, email, or chat.
• Provide information about products and services.
• Resolve complex issues promptly and professionally.
• Follow up to ensure issue resolution satisfaction.
• Document interactions in the CRM accurately.
• Escalate cases to higher-level support or management as needed.
• Maintain composure in high-pressure situations and adhere to policies.
• Meet or exceed KPIs related to performance and service quality.
• Collaborate with other departments to resolve customer issues.

Skills

Phone support

Tax knowledge

Fintech experience

Tax season

Patience under pressure

Explain complex info

Job description

Location: United States

Headquarters: 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/WAH

Equipment:(BYOD) Bring-Your-Own-Device

Salary:$16/hr

The 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 Representativelook like?

• Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as, phone, email, or chat

• Provides in-depth information about products and services to customers

• Resolves complex customer issues in a timely and efficient manner

• Follow up with customers to ensure that their issues have been resolved to their satisfaction

• Properly and accurately document customer interactions in the organization’s CRM

• Handle cases that require escalation to higher-level support or management and ensure they are resolved efficiently

• Effectively manage high-pressure situations, maintaining professionalism and composure while resolving issues

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPIs

• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules

• Collaborate with other departments as needed to resolve customer issues

• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Perform other duties as assigned

• Provide 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 phone
• Ability to explain complicated information in simple, conversational language
• Ability to recognize when to evolve rather than provide an answer; client identified knowing when not to answer as a core competency
• Experience handling stressful customer situations with patience and professionalism
• Prior experience in tax preparation, tax software, fintech, banking, insurance, or another regulated financial product
• Availability during tax season, including some evenings and weekends during peak periods
• Warm, calm, patient, conversational, nonjudgmental, thoughtful, and confident without bluffing.

Disclaimer:

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.