Koozie Group

Customer Support

• Provide omni-channel customer support via email, telephone, text and chat
• 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 utilizing company resources and document 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 with outgoing calls when needed
• Meet individual customer service call volume and quality expectations
• Act as a liaison between client and various departments and share standard methodologies with other teams
• Respond to client inquiries through phone or e-mail contact about products or services
• Participate in meeting team goals for service, quality and cost and support company-wide continuous operational improvement initiatives
• Mentor, advise and lead team members; handle customer escalations with creative problem-solving
• Identify trends in customer concerns and escalate properly to leadership
• Develop deep knowledge of product portfolio and Operations processes including order flows, manufacturing and shipping
• Validate pricing across customer programs, product promotions and extra charges
• Identify and drive process improvements to improve overall customer experience

Tier II Customer Support Representative