Customer Service Representative II

Junior Remote Posted about 15 hours ago We Work Remotely — Programming

Ninja Partners LLC:
Customer Service Representative II (Seasonal)

Junior Remote Posted about 15 hours ago We Work Remotely — Programming Support

AI summary: Handles incoming customer inquiries via phone, email, and chat for a tax-filing platform, resolving issues and escalating complex cases to higher-tier support. 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 escalating 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.