Senior Customer Care Representative 

Job Description

REQUIREMENTS

• Education: High School Diploma or equivalent
• Two to three years of customer service experience; experience should include an environment where calls were monitored and scored as well as metrics applied to individual and team performance
• Strong computer skills; basic understanding of MS Outlook, Word and Excel
• Strong interpersonal and communication skills; must be able to develop and maintain cooperative working relationships with customers and co-workers
• Ability to deal calmly and effectively with situations via telephone while maintaining and promoting a positive company image
• Able to diffuse an upset customer and/or an intense situation
• Excellent attention to detail and accuracy.
• Experience working within a distribution company preferred
• Emergency Medical or Hospital related experience a plus.
• Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

RESPONSIBILITIES

• Order Processing: Handle inbound calls and process orders through multiple channels, ensuring accuracy and efficiency in each transaction
• Order Confirmation: Send order confirmations via email and provide customers with status updates and follow-ups to keep them informed throughout the order process
• Order Accuracy: Review all orders for accuracy, make necessary adjustments to existing orders, and ensure orders are processed to fulfillment without delay
• Special Orders Handling: Route special orders using the appropriate process and provide pricing information upon request
• Customer Collaboration: Work closely with internal departments to address customer inquiries and act as a liaison to ensure customer needs are met
• Product and Service Explanation: Learn and understand new products across a single product line to explain basic products and services to customers to aid in their purchasing decisions
• Issue Resolution: Research and resolve billing and pricing inquiries, addressing customer concerns to ensure satisfaction and smooth order processing
• Problem Solving: Resolve any order issues that prevent same-day shipping, and determine or authorize credits, rebills, and product returns when necessary
• Administrative Support: Perform filing and other administrative tasks as needed
• Additional job duties as assigned

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