Tier II Customer Support Representative - 9am - 5pm - On-site

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 documenting customer conversations, information, questions, corrective action/answers, and product orders in the tracking application.
• Resolving roadblocks by researching and working with other departments. Following through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution.
• Maintaining individual customer service 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.
• Mentoring, advising, and leading your team members in their journey to customer excellence.
• Handling customer escalations with creative problem-solving.
• Raising the Bar by identifying trends in customer concerns and escalating properly to leadership.
• Developing 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.

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

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 – we strive to make every interaction positive and productive
• 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

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)