What are the responsibilities and job description for the Customer Service Representative position at Dealmed Medical Supplies?
Job Overview
Dealmed is seeking a qualified, friendly professional to join our team. As a key member of our customer service department, you will be responsible for providing exceptional support to our customers through phone, email, text and live chat. You will address customer inquiries, enter orders, resolve issues, and ensure a positive customer experience while maintaining company standards for both Ecommerce and Dealmed Sales team customers.
Key Responsibilities
- Provide outstanding customer service by addressing inquiries, concerns, and product issues, in a timely and professional manner.
- Process orders, returns, exchanges, refunds, and customer account updates with accuracy.
- Resolve customer complaints and issues, ensuring the customer feels heard and valued.
- Escalate issues and follow up with customers until a resolution is reached.
- Retain customers and save orders by offering solutions or alternatives that work for both the customer and company.
- Create custom quotes for new customers or new opportunities from existing customers.
- Educate customers on products, services, and policies, ensuring they have all necessary information.
- Collaborate with team members and other departments to find effective solutions for issues.
- Continuously strive to improve customer experience by offering feedback and suggestions to improve processes and procedures.
- Create reports that track data necessary for customer experience improvements in Excel
- Constantly enhance knowledge of medical products via the internet, vendors, manufacturer representatives, and Dealmed employees.
- Stay up to date with promotions and company policies to effectively support customers and sales team.
- Strong communication skills, both verbal and written.
- Ability to remain calm and professional in challenging situations.
- Excellent problem-solving and conflict-resolution skills.
- Proficiency in using CRM systems, Microsoft Office, and other internet programs as well as the capacity to work in multiple software systems simultaneously.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Desire to learn and retain information about medical products and Medical Professionals
- Previous Customer Service, Sales or Sales Support experience is preferred but not required.
- Competitive salary
- Health, dental, and vision insurance
- Paid time off (PTO) and holidays
- Employee discounts
- Training and development opportunities
- Opportunities for career growth and advancement
