Tier II Customer Support Representative ET - Remote

If our name sounds familiar, there’s a reason why. We’re the people behind the iconic Koozie® Can Kooler – and more! As one of the largest suppliers in the promotional products industry, you’ve probably seen our work everywhere from your local bank to a large concert or sporting event. We imprint company logos and slogans on everything from pens to coffee tumblers, lunch bags, tech accessories, camp chairs, and award‑winning calendars, to name just a few.

Our desire to benefit our people, customers, communities, and industry is behind all that we do. We call it Keep It. Give It., and it ensures that we are leaving a positive, lasting impact with the products and solutions we deliver.

• People‑first culture
• Flexible schedules
• We will train for all positions!
• Climate‑controlled environment (clean and heat/air‑conditioning)
• Great benefits, including:
  • 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)

We’re looking for the right person to fill this role. Read on if you want to know more and discover how we like to keep the good going®!

Our ideal Omni Channel Support Specialist candidate is awesome at the following:

• Think quickly and deliver results
• Active listening, critical thinking, and problem‑solving skills
• Move quickly through multiple systems to find information and deliver a response based on findings
• Show 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 – to make every interaction positive and productive
• Be 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

• Answer incoming calls and inquiries from customers, sales and account management to resolve 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 conversations, information, corrective actions and orders in the tracking application
• Resolve roadblocks by researching and working with other departments; follow through by placing outgoing calls or returning calls to offer resolution information
• 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 teams
• Respond to client inquiries via phone or e‑mail about company products or services
• Participate in meeting team goals for service, quality and cost
• Support company‑wide initiatives such as continuous operational improvement to improve service, reduce costs and enhance quality
• Mentor, advise and lead team members toward customer excellence
• Handle customer escalations with creative problem‑solving
• Raise the bar with each and every customer interaction, delivering an amazing customer experience using service excellence techniques
• Identify trends in customer concerns and appropriately raise them to leadership
• Develop deep knowledge of the product portfolio and a working knowledge of operational business processes including order flows, manufacturing and shipping
• Validate pricing across customer programs, product promotions and extra charges quickly
• Identify and drive process improvements or make recommendations that improve the overall customer experience

• High School Diploma or Equivalent
• 2 – 4 years of customer service/support experience
• Tech‑savvy with 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…