[Hiring] Customer Service Representative II @Ninja Partners LLC

Role Description

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.

• 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.
• Follows up with customers to ensure that their issues have been resolved to their satisfaction.
• Properly and accurately documents customer interactions in the organization’s CRM.
• Handles cases that require escalation to higher-level support or management and ensures they are resolved efficiently.
• Effectively manages high-pressure situations, maintaining professionalism and composure while resolving issues.
• Adheres to company policies and procedures.
• Meets or exceeds performance targets for related KPIs.
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules.
• Collaborates with other departments as needed to resolve customer issues.
• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times.
• Performs other duties as assigned.
• Provides customer support via phone and chat for a US tax-filing platform.
• Handles tax filing and product-related inquiries, including refund status, filing requirements, tax documents, IRS statuses, W-2s, dependents, and other high-level tax questions.
• Assists customers with account, payment, and basic product/app issues, including troubleshooting when documents or features are not working.
• Explains tax and financial information and helps customers understand what information/documents they need to complete their return.
• Handles customer interactions with patience, professionalism, and a nonjudgmental approach, particularly given the stressful nature of tax-related inquiries.
• Escalates more complex tax questions to a potential higher-tier tax professional, subject to final model/scoping confirmation.

Qualifications

• 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.

Company Description

SupportNinja 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.