Customer Service Representative Tier 2
New
H
HelpwareCustomer Experience
Lexington, KY / Danville, KY / Somerset, KYFull-TimeMiddle
Salary21 USD per hour
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Job Details
- Experience
- 2–4 years
- Required Skills
- SalesforceTroubleshootingCRMCustomer support
Requirements
- At least 2–4 years of experience in customer service, sales support, order management, or a related customer operations role, with experience handling escalations.
- Proven experience resolving complex customer issues involving orders, payments, refunds, returns, or account management.
- Experience using CRM platforms such as Salesforce; familiarity with ERP or order management systems is an advantage.
- Strong understanding of order lifecycle management, credit card pre-authorizations, RMAs, refunds, credits, and pricing policies.
- Excellent analytical, problem-solving, and decision-making skills with the ability to resolve exceptions independently within established guidelines.
- Strong verbal and written communication skills, with the ability to manage difficult customer interactions professionally and empathetically.
- Highly organized with exceptional attention to detail and the ability to document cases accurately.
- Demonstrated ability to identify process gaps and recommend improvements to workflows, documentation, and knowledge resources.
- Experience mentoring, coaching, or providing guidance to frontline agents is preferred.
- Ability to collaborate effectively with cross-functional and global teams.
Responsibilities
- Act as the primary escalation point for Tier 1 CX/Sales Support agents, handling advanced or complex customer and order issues.
- Demonstrate expert-level understanding of the client’s product catalog, pricing policy, and order/pre-authorization workflows to resolve escalated cases accurately.
- Review and approve or deny out-of-policy RMA, refund, and credit requests escalated by Tier 1 agents, including swap-out program exceptions.
- Resolve exception-heavy order scenarios, including pricing disputes, buyback/shipping adjustments, multi-location order discrepancies, and unresolved credit card pre-authorization issues.
- Maintain full documentation of escalated interactions, root cause, and resolution in Salesforce and other supporting systems.
- Partner with the Team Lead to identify recurring escalation themes and recommend process, training, or knowledge base improvements.
- Contribute to FAQ, knowledge base, and escalation playbook content based on patterns observed in escalated cases.
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