Customer Service & Sales Representative - Tier 2

White Label Storage is seeking a skilled and motivated Tier 2 Customer Service & Sales Representative to join their dynamic team. This role is critical for resolving complex customer issues, handling escalations, and supporting internal teams while also engaging in outbound calls to enhance customer experience and drive service sales.

Responsibilities:

• Respond to escalated customer service issues from Tier 1 representatives via phone, email, or chat with professionalism and urgency
• Provide timely and accurate answers to internal support questions from frontline agents
• Make outbound calls to customers for follow-ups, service feedback, product education, and potential upselling opportunities
• Serve as a subject matter expert on company products, services, and systems to support both customers and team members
• Investigate and resolve complex service issues by collaborating with cross-functional departments (Sales, Tech Support, Operations, etc.)
• Document all customer interactions and issue resolutions accurately in the CRM system
• Identify and escalate priority issues or trends to leadership and recommend process improvements
• Support training and mentorship of Tier 1 agents as needed
• Assist in performing regular quality audits for Tier 1 agents

Requirements:

• 2+ years of customer service experience in a contact center environment
• Strong verbal and written communication skills
• Experience handling escalations and de-escalating difficult customer interactions
• Proficient in CRM software and other support tools (e.g., Zendesk, Salesforce, etc.)
• Demonstrated ability to multitask, stay organized, and prioritize effectively
• Sales-minded with a proven ability to identify opportunities for upselling or cross-selling
• High attention to detail and problem-solving abilities
• Ability to work independently and as part of a team
• Previous Tier 2 support or lead-level customer service experience
• Experience with outbound customer engagement or sales campaigns
• Familiarity with knowledge base systems and internal support documentation