Tier II Customer Support Representative On-site

Overview

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
• We will train for all positions!
• Climate-controlled environment (clean and heat/air-conditioning)
• Medical HSA and HRA plans
• Flex spending accounts
• VSP vision
• Employee assistance program
• Employer-paid life insurance
• 401(k) with employer match
• 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®!

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
• Support company-wide initiatives such as continuous operational improvement to improve service, reduce costs, and improve quality
• Mentor, advise and lead team members in their journey to customer excellence
• Lead by example, handling customer escalations with creative…