Tier II Claims Resolution Representative - 12pm - 8pm

Customer Support Claims 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:

• Research/Investigation -Research current systems and other related items to identify the cause
• Adjustments -issue credits/discounts and accurately enter information into order management system.
• Assist in managing daily claims workflow for decorated product issues, including misprints, order errors, product defects, shipment delays, and damaged goods.
• Answering incoming calls and inquiries from our customers, sales and account management to resolve customer questions and concerns
• 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
• Acting as a liaison between client and various departments
• Assist in ensuring claims are processed within service-level standards, maintaining a balance between customer satisfaction and company policy.
• 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 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
• Other duties as required

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
• Proficiency using Microsoft Office Suite, specifically Outlook, Word & Excel
• Excellent communication, conflict resolution, and problem-solving skills
• 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