Tier II Customer Support Representative - 9am - 5pm - On-site

Scribe OpCo Inc dba Koozie Group•Sleepy Eye, MN

13d•Onsite

About The Position

KOOZIE GROUP is a leading supplier in the promotional products industry, known for iconic products like the KOOZIE® can kooler. They imprint company logos on a wide range of items. Their philosophy, 'KEEP IT. GIVE IT.', emphasizes a positive, lasting impact on people, customers, communities, and the industry. They are seeking a Tier II Customer Support Representative to join their Omni Channel Support Specialist team, focusing on providing world-class customer experiences through various channels including email, telephone, text, and chat. The role requires individuals who are passionate about excellence, natural problem solvers, and adept at anticipating needs to ensure orders are processed properly and on time.

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
Demonstrate the ability to think quickly and deliver results
Demonstrate active listening, critical thinking and problem-solving skills
Ability to move quickly through multiple systems to find information and deliver a response based on findings
Demonstrate empathy to customers, deescalate issues with care and compassion, and maintain a professional attitude at all times
Deliver all communications with kindness, verbal, email, chat and other – we strive to make every interaction positive and productive
Be process oriented, understanding the value of standard work and consistency
Always act with Integrity and take personal ownership of all you do
Champion change and adapt quickly and positively in a dynamic workplace

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 resolution information.
Meeting individual customer service call volume and quality expectations.
Acting as a liaison between clients and various departments.
Sharing standard methodologies with other customer service claim teams.
Responding to client inquiries through phone or email 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.
Handling customer escalations with creative problem-solving.
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.