Tier II Customer Support Representative - 10am - 6pm ET - Remote

If our name sounds familiar, there’s a reason why. We’re the people behind the iconic Koozie® Can Kooler – and more! As one of the largest suppliers in the promotional products industry, you’ve probably seen our work everywhere from your local bank to a large concert or sporting event. We imprint company logos and slogans on everything from pens to coffee tumblers, lunch bags, tech accessories, camp chairs, and award‑winning calendars, to name just a few. Our desire to benefit our people, customers, communities, and industry is behind all that we do. We call it Keep It. Give It., and it ensures that we are leaving a positive, lasting impact with the products and solutions we deliver. Great reasons to join Koozie Group: People‑first culture Flexible schedules We will train for all positions! Climate‑controlled environment (clean and heat/air‑conditioning) Great benefits, including: Medical HSA and HRA plans Flex spending accounts PPO dental VSP vision Employee assistance program Employer‑paid life insurance 401(k) with employer match PTO – Paid Time Off (vacation, sick, personal) Advancement opportunities Tuition reimbursement Employee referral bonus program Employee recognition program Employee charitable giveback program (up to $250 value) We’re looking for the right person to fill this role. Read on if you want to know more and discover how we like to keep the good going®! Customer Support Tier II – Omni Channel Support Specialist Our ideal Omni Channel Support Specialist candidate is awesome at the following: Think quickly and deliver results Active listening, critical thinking, and problem‑solving skills Move quickly through multiple systems to find information and deliver a response based on findings Show 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 – to make every interaction positive and productive Be process oriented, understanding the value of standard work and consistency Act with integrity and take personal ownership of all you do Champion change and adapt quickly and positively in a dynamic workplace Job Responsibilities Answer incoming calls and inquiries from customers, sales and account management to resolve questions and concerns Ensure each order is executed flawlessly by providing accurate information and quality customer service Research customer inquiries using company resources and document conversations, information, corrective actions and orders in the tracking application Resolve roadblocks by researching and working with other departments; follow through by placing outgoing calls or returning calls to offer resolution information Meet individual customer service call volume and quality expectations Act as a liaison between client and various departments Share standard methodologies with other customer service teams Respond to client inquiries via phone or e‑mail about company products or services Participate in meeting team goals for service, quality and cost Support company‑wide initiatives such as continuous operational improvement to improve service, reduce costs and enhance quality Mentor, advise and lead team members toward customer excellence Handle customer escalations with creative problem‑solving Raise the bar with each and every customer interaction, delivering an amazing customer experience using service excellence techniques Identify trends in customer concerns and appropriately raise them to leadership Develop deep knowledge of the product portfolio and a working knowledge of operational business processes including order flows, manufacturing and shipping Validate pricing across customer programs, product promotions and extra charges quickly Identify and drive process improvements or make recommendations that improve the overall customer experience Minimum Qualifications High School Diploma or Equivalent 2 – 4 years of customer service/support experience Tech‑savvy with 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 detail Willingness and ability to work remotely Preferred Qualifications Experience using order management systems such as Oracle & Salesforce Call center experience Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm to keep the good going, you will find your way at Koozie Group. Koozie Group is proud to be an Equal Opportunity Employer. We do not discriminate against any applicant or employee based on race, age, sex (including pregnancy, childbirth, or related medical conditions), gender, marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. Koozie Group also prohibits harassment of applicants and employees based on any of these protected categories. In compliance with the Americans with Disabilities Act, Koozie Group will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. #J-18808-Ljbffr