Job Details

Work Setup: Remote

Hours of Operation: Monday to Friday, from 5:00 AM to 6:00 PM (EST)

Deliver exceptional remote support by delighting customers with your upbeat attitude, handling everything from product questions to special requests, and communicating with warmth and clarity across phone, chat, email, and social media-all while building strong relationships and offering smart, effective solutions.

The Customer Service Representative II is responsible for handling customer inquiries via a maximum of two communication channels such as, 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 II 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
• Follows 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

What are the required qualifications for a Customer Service Representative II?

• 2 years of previous customer service experience, preferably in a call center environment
• Strong communication skills, both verbal and written
• We're seeking candidates with proven omni-channel support experience. The role will begin with handling customer inquiries via email, transition to live chat support, and eventually expand to include phone-based assistance. Adaptability across communication platforms and a commitment to delivering exceptional customer service are essential.
• Knowledge and experience with a CRM preferred

Ninja Perks and Benefits

• Competitive Salary
• Remote Work-Setup
• Medical, dental and vision insurance
• Paid time off, birthday leave
• Opportunities for skills training and personal and professional development
• Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Fast-track your application for the CSR II role and dive straight into your next big opportunity, Access your Instant Interview here:

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

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.