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

About the role

The Customer Support Tier II position is designed for individuals passionate about excellence and problem-solving. This role requires a natural ability to think quickly, listen actively, solve problems, and maintain a professional demeanor while interacting with customers through various channels.

Responsibilities

• Answer incoming calls and inquiries from customers, sales, and account management to resolve customer 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 customer conversations, information, questions, corrective action/answers, and product orders in the tracking application.
• Resolve roadblocks by researching and working with other departments, following up on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution.
• Act as a liaison between clients and various departments, sharing standard methodologies with other customer service teams.
• Respond to client inquiries through phone or email contact with customers and prospects about the company’s products or services.
• Participate in meeting team goals for service, quality, and cost, and support company-wide initiatives for continuous operational improvement.
• Mentor, advise, and lead your team members in their journey to customer excellence, handling customer escalations with creative problem-solving.
• 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, and 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)
• 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

• Demonstrate the ability to think quickly and deliver results
• 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
• 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 interactions
• 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

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)