Omni-Channel Support Specialist

Scribe Opco Inc Dba Koozie Group; Sleepy Eye (MN); Sur place; USD 22 000 - 28 000; Plein temps

Avantages offerts par ce poste

Medical HSA/HRA plans

Vision (VSP)

Climate-controlled environment

401(k) with employer match

Employee referral bonus program

Employee recognition program

Equal Opportunity Employer

Résumé du poste

Koozie Group in Sleepy Eye, MN is seeking an Omni Channel Support Specialist who loves solving problems and delivering a world‑class customer experience. You will answer calls and inquiries, ensure orders are processed accurately and on time, and document conversations in our tracking application.

You will collaborate with sales, account management and other teams to resolve issues, deescalate with empathy, and champion continuous improvement.

Qualifications

• High School Diploma or equivalent required.
• 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.

Responsabilités

• Answering incoming calls and inquiries from 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.
• Researching customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application.
• Resolving 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.
• Meeting individual customer service call volume and quality expectations.
• Acting as a liaison between client and various departments.
• Sharing standard methodologies with other customer service claim teams.
• Responding to client inquiries through phone or e-mail contact with customers and prospects about the company’s products or services.
• Participating in meeting team goals for service, quality and cost.
• Participating in and support company-wide initiatives such as continuous operational improvement in order to improve service, reduce costs, and improve quality.
• Mentor, advise and lead your team members in their journey to customer excellence.
• Lead by example, handling customer escalations with creative problem-solving.
• Raise the Bar with each and every customer interaction, delivering an amazing customer experience utilizing service excellence techniques.
• Consistently and respectfully Raise the Bar by identifying trends in customer concerns and escalating properly to leadership.
• Take responsibility to develop a deep knowledge of our product portfolio and a working knowledge of Operations business processes including order flows, manufacturing and shipping.
• Able to quickly validate pricing across customer programs, product promotions and extra charges.
• Able to identify and drive process improvements or make recommendations that improve the overall customer experience.

Connaissances

Customer service

Multi-channel communication

Data entry accuracy

Formation

High School Diploma or Equivalent

Outils

Salesforce

Microsoft Office Suite

Description du poste

Koozie Group in Sleepy Eye, MN is seeking an Omni Channel Support Specialist who loves solving problems and delivering a world‑class customer experience. You will answer calls and inquiries, ensure orders are processed accurately and on time, and document conversations in our tracking application.

You will collaborate with sales, account management and other teams to resolve issues, deescalate with empathy, and champion continuous improvement.