Client Support Specialist
2 weeks ago
Are you passionate about assisting others? Are you eager to enhance your professional abilities? Read on to discover more about this opportunity.
We are a leading online retailer specializing in CPAP equipment for Sleep Apnea treatment, established in 1999. Our company operates with a commitment to serving CPAP users effectively.
Position Summary
Customer Service Representatives (CSRs) play a crucial role in delivering support to customers throughout their purchasing journey and embodying our brand's voice.
The ideal candidate will be adept at managing various communication channels, including phone, email, and live chat. Proficiency in web browsing is essential for executing order processing tasks. Strong communication skills are a must, as candidates will guide customers through moderately complex scenarios. Previous knowledge of Sleep Apnea is not a prerequisite.
Key Responsibilities
- Handle incoming calls and conduct follow-up calls to existing customers (no cold outreach)
- Manage returns efficiently
- Process online orders accurately
- Assist customers with troubleshooting clinical and technical inquiries
- Respond to customer emails promptly
- Verify and attach prescriptions related to customer orders
- Follow up on pending orders and prescriptions to ensure timely shipping
- Perform additional duties as assigned
Required Skills
- Excellent verbal and written communication abilities
- Fast and accurate typing skills
- Comfortable using web-based tools
- Proficient in email functionalities (CC, BCC, etc.)
- Able to navigate multiple web browser tabs (Chrome or Firefox)
- Quick learner of new web tools
- Experience with instant messaging (live chat) services
- Strong multitasking capabilities
- Adept at analyzing information and providing responses
- Self-motivated and eager to learn
- Positive and collaborative team player
- Prior experience in customer service or call center environments
- Ability to assist customers in resolving clinical and technical questions, both pre- and post-sale (training provided)
- Navigate our website and utilize FAQs to assist customers with product specifications and performance inquiries
- A genuine desire to help customers daily and a commitment to continuous improvement.
Training Program
Comprehensive paid training is provided before new hires engage directly with customers.
This training is intensive and requires the assimilation of a significant amount of information in a brief period. The team comprises individuals who have successfully completed this process.
Training will cover essential knowledge about Sleep Apnea and the products designed to treat it.
Background Verification
Criminal background checks are conducted as part of the hiring process.
Employee Benefits
Paid Time Off, retirement plans, and healthcare benefits are available following the completion of the probationary period.
Regular performance reviews are conducted monthly, with annual evaluations that may lead to merit increases and bonus opportunities.
All benefits and policies are subject to change.
Work Environment & Schedule
This role requires in-office attendance. Employees will be provided with necessary equipment, including a company PC, monitors, keyboard, and mouse. Customer Service Representatives are expected to work a minimum of 40 hours for full-time positions.
The in-office schedule consists of 8-hour shifts, typically between 7:30 AM and 5:30 PM, Monday through Friday. However, if assigned to phone duties, the schedule may vary, with hours potentially extending to any shift during operational hours.
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