Customer Service Representative II (Seasonal)

Ninja Partners LLC•Texas, US, TX

7d•Remote

About The Position

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. This role involves providing customer support via phone and chat for a US tax-filing platform, handling inquiries related to tax filing and products, including refund status, filing requirements, tax documents, IRS statuses, W-2s, dependents, and other high-level tax questions. Additionally, the representative will assist customers with account, payment, and basic product/app issues, including troubleshooting. A key aspect of the role is explaining tax and financial information to help customers understand what they need to complete their return, all while maintaining patience, professionalism, and a nonjudgmental approach, especially given the stressful nature of tax-related inquiries. Complex tax questions may be escalated to a higher-tier tax professional.

Requirements

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 escalate 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.

Responsibilities

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.