Tier II Customer Support Representative - 10am - 6pm ET - Remote

1. About Our Client:

The organization operates in the promotional products industry, providing branded merchandise such as can coolers, pens, coffee tumblers, lunch bags, tech accessories, camp chairs, and calendars. As one of the largest suppliers in this space, their products are widely distributed, appearing at local banks, concerts, and sporting events. The organization focuses on creating positive, lasting impact for its people, customers, communities, and the industry through its products and solutions.

2. About the Opportunity:

The Tier II Customer Support Representative role is designed to enhance the customer experience by resolving issues efficiently and ensuring accurate order processing. This position handles customer interactions across multiple channels, including email, phone, text, and chat, contributing to the company’s ability to deliver timely, high-quality service. The role is crucial in maintaining strong client relationships, troubleshooting complex issues, and supporting operational improvements.

3. Responsibilities:

• Respond to incoming customer, sales, and account management inquiries

• Ensure flawless execution of orders by providing accurate information and quality service

• Research customer inquiries using company resources and document communications and resolutions

• Resolve issues by collaborating with internal departments and following up with customers

• Meet individual call volume and quality standards

• Act as liaison between clients and various departments

• Share standard procedures with other customer service teams

• Address client inquiries about products and services via phone and email

• Support team goals for service, quality, and cost

• Participate in operational improvement initiatives to enhance service and reduce costs

• Mentor and guide team members toward customer service excellence

• Manage customer escalations with effective problem-solving

• Identify trends in customer concerns and escalate appropriately

• Develop in-depth knowledge of product portfolio and operational processes

• Validate pricing across customer programs and promotions

• Recommend and drive process improvements to enhance the customer experience

4. Requirements:

• High School Diploma or equivalent

• 2 to 4 years of customer service or support experience

• Proficient in communicating via multiple channels: chat, text, email, and phone

• Working knowledge of Salesforce

• Proficiency in Microsoft Office Suite, especially Outlook, Word, and Excel

• Strong attention to detail and accuracy in data entry

• Ability and willingness to work remotely

Preferred:

• Experience with order management systems such as Oracle and Salesforce

5. Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

6. Benefits & Perks:

• Medical HSA and HRA plans

• Flexible spending accounts

• PPO dental insurance

• Vision coverage through VSP

• Employee assistance program

• Employer-paid life insurance

• 401(k) plan with employer match

• Paid time off including vacation, sick, and personal days

• Tuition reimbursement

• Employee referral bonus program

• Employee recognition program

• Employee charitable giveback program (up to $250 value)

• Flexible schedules

• Climate-controlled work environment

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.