Customer Service Representative II – Seasonal

This is a fully remote position, open to applicants in Texas.

📋 Description

• Respond to customer inquiries promptly and professionally through phone, email, or chat, utilizing a maximum of two communication channels.

• Deliver comprehensive information regarding products and services.

• Efficiently resolve complex customer issues in a timely manner.

• Follow up with customers to confirm satisfactory resolution of issues.

• Accurately record customer interactions in the organization's CRM system.

• Manage escalated cases and ensure effective resolutions.

• Maintain professionalism and composure in high-pressure situations.

• Comply with company policies and procedures.

• Achieve or surpass performance targets related to KPIs.

• Engage in training programs and ongoing learning opportunities.

• Collaborate with other departments to address customer concerns.

• Provide customer support via phone and chat for a US tax-filing platform.

• Address inquiries related to tax filing and products, including refund status, filing requirements, tax documents, IRS statuses, W-2s, dependents, and other advanced tax questions.

• Assist with account, payment, and basic product/app-related issues, including troubleshooting.

• Clarify tax and financial information, helping customers comprehend necessary return information and documents.

• Refer more complex tax inquiries to a higher-tier tax professional if needed.

⛳️ Requirements

• Minimum of 2 years of experience in customer-facing support roles.

• Proven experience in assisting customers over the phone.

• Capability to convey complicated information in clear, conversational language.

• Aptitude to identify when to escalate issues rather than provide an answer.

• Experience managing stressful customer interactions with patience and professionalism.

• Previous experience in tax preparation, tax software, fintech, banking, insurance, or other regulated financial products.

• Availability during tax season, including some evenings and weekends during peak times.

• Must possess a warm, calm, patient, conversational, nonjudgmental, thoughtful demeanor, and confidence without being overbearing.

• Ability to work remotely from Texas, US.

• Required to provide personal device/equipment (BYOD).

🏝️ Benefits

• Opportunity for remote work/WFH setup.

• BYOD (Bring-Your-Own-Device) policy.

• Seasonal employment opportunity.