Customer Service Representative
Academy of Art University School of Game Development
Tier II Customer Support Representative
Koozie Group
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida, Minnesota • 🇺🇸 United States
Visit company websiteSalary
💰 $16 - $19 per hour
Job Level
JuniorMid-Level
Tech Stack
Oracle
About the role
- 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
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
- Must have accuracy in data entry and strong attention to details
- Willingness and ability to work remotely
- Preferred: Experience using order management systems such as Oracle & Salesforce
- Preferred: Call Center Experience
Benefits
- People-first culture
- Flexible schedules
- Great shift differential (2nd shift: $1.25/hour / 3rd & weekend shifts: $1.75/hour)
- We will train for all positions!
- Climate-controlled environment (clean and heat/air-conditioning)
- 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)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicedata entryorder management systemsSalesforceMicrosoft Office SuiteExcelWordOutlookproblem-solvingquality assurance
Soft skills
communicationattention to detailmentoringteam leadershipcreative problem-solvingcustomer escalation handlingcollaborationresearchtrend identificationoperational improvement
Certifications
High School DiplomaEquivalent
