Work Setup: Remote/WAH
Equipment: (BYOD) Bring-Your-Own-Device
Salary: $16/hr
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.
What does a day in the life of a Customer Service Representative look like?
- 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.
What are the required qualifications of a Customer Service Representative?
- 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.
