Tier II Customer Support Representative - 8am - 4pm - On-site

Scribe OpCo dba Koozie Group•Sleepy Eye, MN

23d•Onsite

About The Position

Koozie Group is seeking a Tier II Customer Support Representative for its Omni Channel Support Specialist team. The team works to provide a high-quality customer experience across email, telephone, text, and chat, helping ensure customer orders are processed accurately and on time. The role involves resolving questions and concerns from customers, sales, and account management; researching issues across company systems and departments; documenting interactions; and following through to communicate resolutions. The representative is also expected to mentor and advise team members, handle escalations, identify customer concern trends, and support process improvements. The position is on-site and listed for an 8 a.m. to 4 p.m. schedule.

Requirements

High school diploma or equivalent.
2–4 years of customer service or support experience.
Technology savvy, with the ability to communicate through chat, text, email, and phone.
Working knowledge of Salesforce.
Proficiency with Microsoft Office Suite, specifically Outlook, Word, and Excel.
Accuracy in data entry and strong attention to detail.
Ability to think quickly and deliver results.
Active listening, critical thinking, and problem-solving skills.
Ability to navigate multiple systems quickly to find information and provide a response based on findings.
Ability to show empathy, de-escalate issues with care and compassion, and maintain a professional attitude.
Ability to communicate kindly across verbal, email, chat, and other channels.
Process-oriented approach and appreciation for standard work and consistency.
Integrity, personal ownership, and the ability to adapt quickly and positively in a dynamic workplace.

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 orders are 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 through on issues, and place outgoing calls or return calls to provide information and resolutions.
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 customer and prospect inquiries about company products or services by phone or email.
Participate in team goals for service, quality, and cost.
Participate in and support company-wide initiatives, including continuous operational improvement to improve service, reduce costs, and improve quality.
Mentor, advise, and lead team members in customer excellence, including handling customer escalations with creative problem-solving.
Deliver excellent customer experiences in each interaction 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 business 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.