Customer Service Representative

Job Description

Job Description

Sleep Care is in search of a Customer Service Respresentive for our team. This person will interact with customers on behalf of the company as well as assist with our home sleep testing program. This position will resolve customer sales and billing queries, trouble-shoot technical issues, recommend solutions, lead online educational seminars, focus on customer retention, and guide product users through features and functionalities of our pulse oximetry and software products. This role is also responsible for handling inventory; including receiving inventory, shipping orders and evaluating and processing warranty returns and exchanges. This person may undertake tasks and small projects related to these areas as needed. To be successful in this role, you should be an excellent communicator who is able to earn our clients' trust.

Duties & Responsibilities:

• Complete Customer tickets within set timeframe and according to policies and work instructions.
• Follows up with customers as requested or as required by policies/work instructions.
• Packs orders correctly and ships in timely manner.
• Follows work instructions for orders, complaints, returns, inspections and other job functions.
• Completes documentation as required by position.
• Enhance customer retention and renewals.
• Lead online educational webinars for current clients.
• Keeps work area/warehouse neat and orderly. Ensures products are labeled and stored properly.
• Ensure compliance will all FDA regulations related to our products.
• Completes other tasks assigned by management timely and accurately.
• Must be able to work M-F 8a-4:30p.

The Ideal Candidate:

• Promotes a positive image to the customers served, places the customer’s interests and needs first, and maintains a positive overall attitude.
• Demonstrates professional conduct and maturity; responds appropriately to supervision and reacts appropriately to pressure and stressful situations.
• Works independently and possesses strong organization and time management skills.
• Demonstrates flexibility and versatility.
• Demonstrates the ability to plan and complete work productively based upon the goals, needs, and requirements of the team.
• An ability to travel to seminars and conferences 3-4 times per year is preferred, but not a requirement.

Qualifications:

• Service orientation: Ability to assist with products/services, where applicable, and provide clients with a high level of service.
• Excellent written and verbal communication skills.
• Must pay close attention to detail and possess the ability to follow detailed work instructions.
• Strong technical ability: has the ability to learn new software applications and troubleshoot technical issues with software and products.
• Ability to efficiently identify client needs and determine how to address them (i.e. whether to resolve them directly or escalate them to another individual/group).
• Conflict management skills to resolve issues that may arise.