Customer Service Specialist
Job Summary
Serving as the primary escalation point for complex customer service issues, the full-time Customer Service Specialist Tier 2 will handle advanced order management concerns, ensuring compliance with client policies while working in a hybrid setup from Lexington, Danville, or Somerset, KY.
Key responsibilities
- Act as the primary escalation point for Tier 1 agents, resolving advanced customer and order issues
- Review and approve or deny escalated requests related to RMAs, refunds, and credits
- Document escalated interactions and collaborate with the Team Lead to improve processes and training
Required qualifications
- 2-4 years of experience in customer service, sales support, or order management with escalation handling
- Proven ability to resolve complex issues involving orders, payments, and refunds
- Experience with CRM platforms such as Salesforce; familiarity with ERP systems is a plus
- Strong understanding of order lifecycle management and related policies
- Demonstrated ability to identify process gaps and recommend improvements
Complete Job Description
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