Customer Service Representative II; Seasonal

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 Representative look 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 escape 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.

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.

Support Ninja 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.

Customer Support CRM Troubleshooting Phone Support Conflict Resolution Tax Preparation and Customer Service

Who may apply USA Only As the board states it — check the description for country or time-zone limits.