Customer Support Representative, Tier II Full Time NEW

Koozie Group is a renowned leader in the promotional products industry, celebrated for its innovative and high-quality branding solutions. Known for iconic products such as the Koozie Can Kooler, the company has established a strong presence across various sectors, including banking, entertainment, and sports. With a commitment to sustainability and community engagement, Koozie Group operates under the philosophy of “Keep It. Give It.,” emphasizing positive impact through its products and services. As one of the largest suppliers in the industry, the company takes pride in its diverse product portfolio, which includes pens, coffee tumblers, lunch bags, tech accessories, camp chairs, and award-winning calendars. Its dedication to customer satisfaction, employee development, and community support positions Koozie Group as an employer of choice in the promotional products sector.

About The Role

The Customer Support Tier II role at Koozie Group is a vital component of our customer service team, dedicated to delivering a world-class experience across multiple communication channels including email, telephone, text, and chat. The ideal candidate will be customer-obsessed, proactive, and capable of managing complex inquiries with professionalism and empathy. In this role, you will serve as a liaison between customers and various internal departments, ensuring orders are processed accurately and efficiently. Your ability to think quickly, utilize multiple systems, and resolve issues effectively will contribute to maintaining high customer satisfaction levels. You will also have the opportunity to mentor team members, lead by example in handling escalations, and participate in continuous improvement initiatives to enhance service quality and operational efficiency.

Qualifications

• High School Diploma or Equivalent
• 2 – 4 years of customer service/support experience
• Tech-savvy with proficiency in communicating via chat, email, text, and phone
• Working knowledge of Salesforce CRM
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel)
• Strong attention to detail and accuracy in data entry
• Willingness and ability to work remotely
• Experience with order management systems such as Oracle & Salesforce (preferred)
• Call Center experience (preferred)

Responsibilities

• Respond to incoming customer inquiries via phone, email, chat, and text channels, providing prompt and professional assistance
• Ensure accurate order processing by delivering detailed product and service information
• Research customer issues utilizing company resources, documenting all interactions thoroughly in tracking systems
• Collaborate with internal departments to resolve complex customer concerns and roadblocks
• Follow up with customers to ensure complete resolution and satisfaction
• Meet individual and team goals for service quality, call volume, and resolution times
• Act as a liaison between clients and internal teams, facilitating effective communication
• Share best practices and standard methodologies with team members to promote consistency
• Participate in continuous improvement initiatives aimed at enhancing customer experience and operational efficiency
• Handle escalated customer issues with creative problem-solving and professionalism
• Maintain a deep understanding of product offerings, order flows, manufacturing, and shipping processes
• Identify opportunities for process improvement and recommend enhancements to management
• Mentor and advise junior team members, fostering a culture of excellence and teamwork

Benefits

• Medical HSA and HRA plans
• Flex spending accounts
• PPO dental insurance
• VSP vision coverage
• Employee assistance program
• Employer-paid life insurance
• 401(k) plan with employer match
• Paid Time Off (vacation, sick, personal)
• Opportunities for career advancement
• Tuition reimbursement program
• Employee referral bonus program
• Employee recognition initiatives
• Charitable giveback program (up to $250 value)

Equal Opportunity

Koozie Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate against any applicant or employee based on race, age, sex (including pregnancy and childbirth), gender, marital status, national origin, ancestry, citizenship, disability, religion, creed, color, sexual orientation, gender identity or expression, veteran status, genetic information, or any other characteristic protected by applicable law. We also provide reasonable accommodations to qualified individuals with disabilities and encourage open communication regarding any accommodation needs.