Tier II Customer Support Representative - 9am -5pm ET - Remote

Scribe OpCo Inc dba Koozie Group•Doniphan, MO

11h•Remote

About The Position

KOOZIE GROUP is seeking a Tier II Customer Support Representative for a remote position with a 9am - 5pm ET schedule. As one of the largest suppliers in the promotional products industry, Koozie Group is known for iconic products like the KOOZIE® CAN KOOLER and imprints logos on a wide variety of items. The company's philosophy, 'KEEP IT. GIVE IT.', emphasizes a positive, lasting impact. This 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 think quickly, demonstrate active listening, critical thinking, and problem-solving skills, and navigate multiple systems efficiently. Empathy, kindness, integrity, and adaptability are key attributes for success in this role.

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.
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.