Tier II Customer Support Representative - 8am - 4pm - On-site
About The Position
Koozie Group is seeking a Tier II Customer Support Representative for its Omni Channel Support Specialist team. The team provides a world-class customer experience through email, telephone, text, and chat, helping ensure customer orders are processed accurately and on time. The role handles customer questions and concerns, researches and documents inquiries, coordinates with other departments to resolve issues, supports team service and quality goals, and helps identify trends and opportunities for process improvement. It also involves mentoring teammates, handling escalations, and developing a strong understanding of the company’s products and operations.
Requirements
- High school diploma or equivalent.
- 2–4 years of customer service or support experience.
- Comfort using multiple communication channels, including chat, text, email, and phone.
- Working knowledge of Salesforce.
- Proficiency with Microsoft Office, specifically Outlook, Word, and Excel.
- Accurate data entry and strong attention to detail.
Nice To Haves
- Experience using order management systems such as Oracle and Salesforce.
- Call center experience.
Responsibilities
- Answer incoming calls and inquiries from customers, sales, and account management to resolve questions and concerns.
- Ensure each order is executed accurately by providing reliable information and quality customer service.
- Research customer inquiries using company resources and document conversations, information, questions, corrective actions, answers, and product orders in the tracking application.
- Research and resolve roadblocks with other departments, follow up on issues, and make outgoing calls or return calls to provide or obtain information.
- Meet individual customer service call-volume and quality expectations.
- Act as a liaison between clients and various departments.
- Share standard methodologies with other customer service claim teams.
- Respond to customers’ and prospects’ inquiries about company products or services by phone or email.
- Participate in team goals for service, quality, and cost, and support company-wide continuous operational improvement initiatives.
- Mentor, advise, and lead team members in delivering customer excellence.
- Lead by example and handle customer escalations with creative problem-solving.
- Deliver excellent customer experiences using service excellence techniques.
- Identify trends in customer concerns and escalate them appropriately to leadership.
- Develop deep knowledge of the product portfolio and working knowledge of Operations processes, including order flows, manufacturing, and shipping.
- Validate pricing across customer programs, product promotions, and extra charges.
- Identify and drive process improvements or recommend changes that improve the customer experience.
Benefits
- Medical HSA and HRA plans
- Flexible spending accounts
- PPO dental
- VSP vision
- Employee assistance program
- Employer-paid life insurance
- 401(k) with employer match
- Paid time off for vacation, sick, and personal time
- Tuition reimbursement
- Employee referral bonus program
- Employee recognition program
- Employee charitable giveback program (up to $250 value)
- Advancement opportunities
- Flexible schedules
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
