Customer Service Representative II; Seasonal

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Seasonal Texas, US

2 days ago Requisition

Work Setup:
Remote/WAH

Equipment:
Company-provided

Salary: $16/hr (Project completion bonus: $ 1,500)

The Customer Service Representative II is responsible for handling customer inquiries and resolving moderately complex issues via up to two communication channels, including phone, email, and chat. This role serves as an experienced customer support resource by providing product and service guidance, managing escalated customer concerns, and delivering high-quality customer experiences while meeting operational performance expectations.

What does a day in the life of a Customer Service Representative IIlook like?

Respond to customer inquiries through up to two communication channels, including phone, email, or chat

Provide detailed information regarding products, services, policies, and procedures

Resolve moderately complex customer issues and service requests in a timely and professional manner

Follow up with customers as necessary to ensure satisfactory issue resolution

Accurately document customer interactions, resolutions, and account updates within company systems and CRM platforms

Manage escalated customer concerns and coordinate resolution with appropriate internal teams when necessary

Maintain professionalism and composure while handling challenging customer interactions and high-volume workloads

Research customer issues and identify appropriate solutions using available resources and knowledge bases

Collaborate with cross-functional teams to resolve customer inquiries and improve service delivery

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

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

What are the required qualifications of a Customer Service Representative II?

• Minimum of two (2) years of customer service experience, preferably within a call center, contact center, or customer support environment
• Strong verbal and written communication skills
• Experience handling escalated or complex customer inquiries and service issues
• Proficiency with computers, business applications, and customer support platforms
• Experience using CRM systems and customer interaction tools
• Strong problem-solving and critical-thinking abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and accuracy in documentation
• Customer-focused mindset with a professional and empathetic approach to service delivery
• Ability to work independently and collaboratively within a team environment
• Adaptability and willingness to learn new products, systems, and processes
• Demonstrated ability to meet performance, quality, and productivity expectations
• Prior support experience, chat experience, strong grammar/communication skills, basic computer/technical proficiency, basic troubleshooting ability, ability to work under pressure, empathy, and de-escalation skills.

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.