Motif Medical – Customer Service Associate 

Location: Alexandria, VA Office - Onsite Position

Motif Medical is looking for a dynamic Customer Service Associate to join our unique and growing organization. Aeroflow, Motif Medical’s parent company, was recently certified as a Great Place to Work and named the Top HME Provider in the United States for 2017 while maintaining its ranking as one of the fastest growing companies in the United States by Inc. Magazine for the 5th consecutive year! Continue reading below to learn more about this position as well as Motif Medical’s culture and values to see if this position might be the perfect next step in your career!

Motif Medical is looking for an experienced customer service associate to join our team. The candidate will have prior experience in providing courteous and prompt responses to customer inquiries through incoming calls, emails, live chats and support tickets. A passion to help mothers is a plus!

Your Primary Responsibilities

• Answer incoming calls, emails and online inquiries in a manner consistent with department protocol
• Provide assistance to Motif Medical customers while maintaining a courteous manner and helpful attitude
• Provide prompt and thorough resolutions to customer inquiries and requests
• Troubleshoot customer issues with devices and products
• Direct sales inquiries to appropriate sales staff
• Be available for support calls at the expected times
• Send Purchase Orders to warehouse staff and generate invoices for wholesale customers
• Ship samples and promotional items to marketing and business contacts as needed
• Answer Social Media and Amazon inquiries from customers
• Escalate customer-level issues in a manner consistent with department protocol
• Promptly answer support tickets as they come into system
• Process warranty claims and provide swift and courteous resolutions to customer’s product issues
• Understand and retain product knowledge so to best assist customers with their inquiries
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies
• Compliance is a condition of employment and is considered an element of job performance
• Maintain HIPAA confidentiality

Skills for Success

• Strong oral and written communication skills
• Excellent phone skills
• Strong Organizational Skills
• Excellent Customer Service Skills
• Ability to Think Critically and adhere to a schedule
• Provide the most current and correct information to customers
• High Level of Organization
• Outstanding Written and Verbal Communication
• Proficiency with Microsoft Office Suite
• Must Be Adaptable and Willing to Learn new
• Ability to work with a team
• Organize personal resources for easy access and future reference

You might also have

• Familiarity with breastfeeding, breast pumps or medical devices is a plus
• Experience with ZenDesk, RingCentral, CRMs, and other customer service software is a plus