The Customer Support Representative is responsible for providing effective customer service for all customers by using knowledge of company products and services. The Customer Support Representative interacts with external and internal customers to provide information in response to product knowledge, questions, concerns, order handling, and complaints. Expert communication and listening skills are a must for this challenging and rewarding position which is often the face and voice of Zest customers. By listening effectively to find the need of the customer, and communicating in a clear and friendly way, the Customer Support Representative is able to solve the questions and provide a positive customer experience. The Customer Support Representative knows how to diffuse a tense situation and do everything within reason to quickly and effectively help our customers and sales team.
Responsibilities- Responsible for serving external and internal customers by answering inquiries within a Contact Center environment, placing orders, outbound calls, upselling, processing of RMA's, resolving problems, fulfilling requests, and maintaining current and accurate information in all databases. At the same time, maintaining a positive attitude, with a problem solving mindset.
- Conduct back office and gatekeeper duties that can change on a day to day basis.
- Expert in multi-tasking, switching between multiple screens and systems with speed and ease to provide quick and accurate customer information.
- Ensure precise and efficient use of our ERP, CRM, ticketing system, Google Suite and web-based platforms to deliver all necessary data for an optimal customer experience.
- Provide Technical Service and Educate our customers on Zest products, Educational courses and protocols.
- Document the patterns and queries that may indicate a larger problem with the product or service that needs to be resolved.
- Comply with all elements of the Quality System, regulatory requirements, and customer confidentiality and privacy as outlined for the position.
- The ability to learn quickly and move on from both success and failure.
- Seize opportunities to upsell products and services.
- Input orders accurately with the right customer, part, quantity, price, and shipping method and cross-sell during the conversation
- Work cross-functionally with Accounts Receivable, Distribution, and IT to resolve issues quickly and collaboratively
- Schedules may include occasional weekends, overtime, and flexibility to work virtual or in person, depending on the needs of the department.
What you'll bring to be successful- A minimum 3 years of Customer Support Experience (preferably in the medical device field)
- Strong phone contact handling skills and active listening;
- Customer orientation and ability to adapt/respond to different types of characters and team player
- Ability to multitask, prioritize, and manage time effectively;
- Good interpersonal skills
- Good knowledge of customer relations and strong communication
- Good conflict resolution skills
- Ability to work in a team
- Have good sense of judgment
- Basic computer skills
Ideal Candidate Our ideal Customer Support representative leverages technology systems to masters the following skills:
- Organized, team-oriented, collaborative personality, able to adapt to changes, and someone who doesn't get flustered easily.
- We are looking for individuals who can provide superb customer service over the phone.
- Our ideal candidate possesses the 3 Ps (professionalism, patience, and a people-first attitude) and should be fast and efficient.
- They should work quickly without sacrificing the quality of their work.
- Attention to detail and high level of accuracy; ability to be resourceful, expedient and problem solve if there is an error
- Able to touch type 30 word per minute or more, ability to 10-key type is a recommended
Physical Requirements:- Ability to sit, use hands and fingers, talk or hear, and smell continually. Ability to stand, walk and reach frequently. Ability to climb or balance, stoop, kneel, or crouch occasionally.
- Ability to frequently lift and carry up to 10 lbs. and occasionally lift and carry up to 25 lbs.
- Work environment is indoors and climate controlled. Occasionally exposed to outdoor weather conditions.
- Moderate noise levels as found in a light industrial environment, office environment.