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

Job Description

Job Description

Koozie Group

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 Do you have a passion for excellence? Are you a natural problem solver who loves to deep dive and find the root cause of an issue? Are you someone who looks around corners anticipating the next steps to avoid delays and hurdles? If you answered yes to any of the above questions…we want you! Our Omni Channel Support Specialist team is Customer Obsessed and strives to provide a world class experience with each and every customer interaction. We interact with our customers through many channels, including email, telephone, text and chat and are looking for folks who understand how to make personal connections with our customers and help ensure their orders are processed properly, on time and with a smile!

Our ideal Omni Channel Support Specialist candidate is awesome at the following:

• 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 – we strive to make every interaction positive and productive
• 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

As part of our team, you will:

• Answering incoming calls and inquiries from our customers, sales and account management to resolve customer questions and concerns
• Deliver the best results by ensuring each order is executed flawlessly by providing accurate information and quality customer service
• Researching customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application
• Resolving roadblocks by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information 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 support company-wide initiatives such as continuous operational improvement in order to improve service, reduce costs, and improve quality
• Mentor, advise and lead your team members in their journey to customer excellence.
• Lead by example, handling customer escalations with creative problem-solving.
• Raise the Bar with each and every customer interaction, delivering an amazing customer experience utilizing service excellence techniques
• Consistently and respectfully Raise the Bar by identifying trends in customer concerns and escalating properly to leadership
• Take responsibility to develop a deep knowledge of our product portfolio and a working knowledge of Operations business processes including order flows, manufacturing and shipping.
• Able to quickly validate pricing across customer programs, product promotions and extra charges.
• Able to identify and drive process improvements or make recommendations that improve the overall customer experience.

Minimum Qualifications:

• 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 Sutie, specifically Outlook, Word & Excel
• Must have accuracy in data entry and strong attention to details
• 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