Tier II Claims Resolution Representative - 12pm - 8pm

Scribe OpCo Inc dba Koozie Group•Doniphan, MO

9h•Remote

About The Position

Koozie Group is seeking a Tier II Claims Resolution Representative for their Omni Channel Support Specialist team. This role involves interacting with customers through various channels (email, telephone, text, chat) to provide world-class customer service, ensure orders are processed properly and on time, and resolve issues with care and compassion. The ideal candidate is a natural problem solver who can think quickly, deescalate issues, and maintain a professional attitude while making personal connections with customers. The company emphasizes a people-first culture and a commitment to leaving a positive, lasting impact.

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
Proficiency using Microsoft Office Suite, specifically Outlook, Word & Excel
Excellent communication, conflict resolution, and problem-solving skills
Willingness and ability to work remotely
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
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

Research current systems and other related items to identify the cause of issues.
Issue credits/discounts and accurately enter information into the order management system.
Assist in managing daily claims workflow for decorated product issues, including misprints, order errors, product defects, shipment delays, and damaged goods.
Answer incoming calls and inquiries from customers, sales, and account management to resolve concerns.
Research customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application.
Resolve roadblocks by researching and working with other departments, and follow through on issues by placing outgoing calls or returning calls to provide resolution information.
Act as a liaison between clients and various departments.
Assist in ensuring claims are processed within service-level standards, balancing customer satisfaction and company policy.
Participate in meeting team goals for service, quality, and cost.
Participate in and support company-wide initiatives such as continuous operational improvement.
Mentor, advise, and lead team members in their journey to customer excellence.
Handle customer escalations with creative problem-solving.
Identify trends in customer concerns and escalate them properly to leadership.
Develop a deep knowledge of the product portfolio and a working knowledge of Operations business processes, including order flows, manufacturing, and shipping.
Identify and drive process improvements or make recommendations that improve the overall customer experience.
Support special projects, system enhancements, and cross-department initiatives related to claims management.
Perform other duties as required.