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Customer Service Representative II – Seasonal
SupportNinja. Respond promptly and professionally to customer inquiries via phone, email, or chat, using a maximum of two communication channels .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support for tax-related inquiries, effectively managing high-pressure situations while maintaining professionalism. Proficient in utilizing CRM systems to document interactions and ensure customer satisfaction.
Highest-signal resume keywords
Customer Support ExperienceTax Preparation KnowledgeCRM Documentation SkillsEffective CommunicationStress Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Tax FilingTax SoftwareCustomer Inquiry ResolutionTroubleshootingKPI Performance Management
Soft Skills
PatienceProfessionalismConversational CommunicationCalmness Under PressureThoughtfulness
Tools & Technologies
CRM SystemCommunication Channels
Industry Keywords
FintechBankingInsuranceRegulated Financial ProductsIRS Regulations
About the role
Key responsibilities & impact- Respond promptly and professionally to customer inquiries via phone, email, or chat, using a maximum of two communication channels
- Provide in-depth information about products and services
- Resolve complex customer issues in a timely and efficient manner
- Follow up with customers to ensure issues are resolved satisfactorily
- Accurately document customer interactions in the organization's CRM
- Handle escalated cases and ensure efficient resolution
- Manage high-pressure situations while maintaining professionalism and composure
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs
- Participate in training programs and continuous learning modules
- Collaborate with other departments to resolve customer issues
- 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 with account, payment, and basic product/app issues, including troubleshooting
- Explain tax and financial information and help customers understand required return information and documents
- Escalate more complex tax questions to a potential higher-tier tax professional
Requirements
What you’ll need- 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
- 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
- Ability to work remotely from Texas, US
- Must provide own device/equipment (BYOD)
Benefits
Comp & perks- Remote/WAH work setup
- BYOD (Bring-Your-Own-Device) arrangement
- Seasonal employment opportunity