Customer Service Representative II (Seasonal)

Ninja Partners LLC•Texas, US, TX

1d•Remote

About The Position

The Customer Service Representative II handles customer inquiries and resolves moderately complex issues through up to two communication channels, including phone, email, and chat. This experienced customer support resource provides product and service guidance, manages escalated customer concerns, and delivers high-quality customer experiences while meeting operational performance expectations. The role is remote, with company-provided equipment.

Requirements

Minimum of two 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 and chat experience; strong grammar and communication skills; basic computer and technical proficiency; basic troubleshooting ability; ability to work under pressure; empathy; and de-escalation skills.

Responsibilities

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 and other departments as needed 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.
Maintain a positive, empathetic, and professional attitude toward customers and colleagues.