Job Details

Join a team where your voice isn't just heard-it's trusted. As a Customer Service Representative II, you'll be the frontline expert customers rely on to solve problems, offer guidance, and deliver service that's not only fast-but genuinely helpful. Every interaction is a chance to build trust, ease frustration, and make someone's day better.

Work Setup: Onsite

Location: The Epic (Spaces), 2550 Pacific Avenue, Dallas, TX 75226

Employment Type: Full-Time

Work Schedule: Monday to Friday: 8:00 AM - 8:00 PM (Eastern Standard Time)

What does a day in the life of a Customer Service Representative II look like?

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.

• 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
• 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
• Handle typical call drivers such as 401k rollovers, customer service-related questions, outbound calls, and appointment scheduling.

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
• Knowledge and experience with a CRM (preferred)
• Proficient in using computers and various software applications
• Experience handling customer interactions through email and voice channels

Preferred Qualifications

• Experience in complex, regulated industries (e.g., healthcare, finance, IT) that require learning and supporting complicated, compliance-driven material
• Demonstrated ability to learn new systems and processes quickly and apply them in customer interactions

Ninja Perks and Benefits

• Competitive compensation
• Medical, dental and vision insurance
• Paid time off, birthday leave
• Opportunities for skills training and personal and professional development
• Employee Referral Program

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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.

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