Tier II Customer Support Representative - 12pm -8pm ET - Remote

Scribe OpCo Inc dba Koozie Group•Doniphan, MO

10h•Remote

About The Position

KOOZIE GROUP is a leading supplier in the promotional products industry, known for iconic items like the KOOZIE® can cooler. They imprint company logos on a wide range of products. Their mission is to benefit their people, customers, communities, and industry through their 'KEEP IT. GIVE IT.' philosophy, aiming to leave a positive, lasting impact. They are seeking a Tier II Customer Support Representative for a remote position, working from 12 pm to 8 pm ET. The role is part of the Omni Channel Support Specialist team, which is customer-obsessed and aims to provide world-class experiences through various channels including email, telephone, text, and chat. The ideal candidate is a natural problem-solver with a passion for excellence, who can anticipate needs and navigate multiple systems efficiently.

Requirements

High School Diploma or Equivalent
2 - 4 years customer service/support experience
Tech savvy with the ability to communicate using multiple channels; chat, text, email and phone
Working knowledge of Salesforce
Proficiency using Microsoft Office Suite, specifically Outlook, Word & Excel
Must have accuracy in data entry and strong attention to details
Willingness and ability to work remotely

Nice To Haves

Experience using order management systems such as Oracle & Salesforce
Call Center Experience

Responsibilities

Answering incoming calls and inquiries from customers, sales, and account management to resolve customer questions and concerns.
Ensuring each order is executed flawlessly by providing accurate information and quality customer service.
Researching customer inquiries utilizing company resources and documenting customer conversations, information, questions, corrective action/answers, and product orders in the tracking application.
Resolving roadblocks by researching and working with other departments, and following through on issues by placing outgoing calls or returning calls to offer information regarding resolution.
Meeting individual customer service call volume and quality expectations.
Acting as a liaison between client and various departments.
Sharing standard methodologies with other customer service claim teams.
Responding to client inquiries through phone or e-mail contact with customers and prospects about the company’s products or services.
Participating in meeting team goals for service, quality, and cost.
Participating in and supporting company-wide initiatives such as continuous operational improvement to improve service, reduce costs, and improve quality.
Mentoring, advising, and leading team members in their journey to customer excellence.
Leading by example, handling customer escalations with creative problem-solving.
Raising the bar with each customer interaction, delivering an amazing customer experience utilizing service excellence techniques.
Consistently and respectfully raising the bar by identifying trends in customer concerns and escalating properly to leadership.
Developing a deep knowledge of the product portfolio and a working knowledge of Operations business processes including order flows, manufacturing, and shipping.
Quickly validating pricing across customer programs, product promotions, and extra charges.
Identifying and driving process improvements or making recommendations that improve the overall customer experience.