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.
Responsibilities:
— Handle incoming customer inquiries via phone, email, or chat, responding promptly and professionally through up to two communication channels.
— Provide detailed information about products and services.
— Resolve complex customer issues efficiently and follow up to ensure satisfaction.
— Accurately document customer interactions in the organization's CRM.
— Manage escalations to higher-level support or management.
— Maintain professionalism and composure in high-pressure situations.
— Adhere to company policies and meet or exceed performance KPIs.
— Continuously improve knowledge through training and learning modules.
— Collaborate with other departments to resolve issues.
— Maintain a positive, empathetic, and professional attitude.
— Provide customer support specifically for a US tax-filing platform, handling inquiries related to tax filing, refund status, tax documents, IRS statuses, W-2s, dependents, and other tax questions.
— Assist with account, payment, and basic product/app issues including troubleshooting.
— Explain tax and financial information clearly to customers.
— Escalate complex tax questions to higher-tier tax professionals as needed.
— Perform other duties as assigned.
Requirements:
— Minimum 2 years of customer-facing support experience, including phone support.
— Ability to explain complex information in simple, conversational language.
— Recognize when to escalate issues rather than provide answers.
— Experience handling stressful customer situations with patience and professionalism.
— Prior experience in tax preparation, tax software, fintech, banking, insurance, or regulated financial products.
— Availability during tax season, including some evenings and weekends.
— Warm, calm, patient, conversational, nonjudgmental, thoughtful, and confident demeanor.
Benefits:
— Remote work (Work from Home) with Bring-Your-Own-Device (BYOD) setup.
Note: The duties and responsibilities are general and may be altered as necessary. The employer is an Equal Employment Opportunity employer and does not discriminate based on legally protected characteristics.
Контакты работодателя доступны по кнопке «Откликнуться» после входа.
72/100
Хорошая вакансия
Оценка от Job Hunters AI
Customer Service Representative II (Seasonal); понятные задачи; прозрачная оплата; гибкий формат.
Из чего сложилась оценка. Нажмите, чтобы узнать подробнее
Понятные задачи
Обязанности подробно описаны: работа с клиентами по телефону, email и чату, решение сложных вопросов, ведение CRM, эскалация, соблюдение KPI и обучение.
Из объявления
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