[Hiring] Tier II Customer Support Representative @Scribe OpCo Inc dba Koozie Group

Role Description

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:

• Answer 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
• 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. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution
• 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 claim teams
• Respond to client inquiries through phone or e-mail contact with customers and prospects about the company’s products or services
• Participate in meeting team goals for service, quality and cost
• Participate 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

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 Suite, 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

Benefits

• 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)