Tier II Customer Support Representative - 9am -5pm ET - Remote

About the role

The Customer Support Tier II position is a key role within our Omni Channel Support Specialist team. This role is responsible for resolving customer questions and concerns, ensuring orders are processed accurately and efficiently, and maintaining a positive customer experience.

Responsibilities

• Answering incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns.
• Delivering 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.
• Maintaining high call volume and quality expectations, acting as a liaison between clients and various departments.
• Responding to client inquiries through phone or email 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 supporting 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.
• 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.

Requirements

• 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
• Accuracy in data entry and strong attention to details
• Willingness and ability to work remotely

Qualifications

• Experience using order management systems such as Oracle & Salesforce
• Call Center Experience

Skills

• Customer Service Excellence
• Problem Solving
• Active Listening
• Empathy
• Technical Proficiency
• Attention to Detail
• Communication Skills

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)

Pay

$20 - $25 per hour

Schedule

Flexible schedule available