What are the responsibilities and job description for the Call Center Customer Care Team position at Norco, Inc?
Company Description
Founded in 1948, Norco is headquartered in Boise, Idaho and has more than 80 branches in Idaho, Montana, Oregon, Nevada, Washington, Utah and Wyoming. As a family and employee owned company we operate the nation's largest independent gas manufacturer/distributor of welding, safety, medical equipment and supplies. Norco is proud to be among the thousands of privately-owned businesses nationwide that offer their employees a meaningful stake in the business through employee stock ownership (ESOP).
At Norco we share a common mission: "Serving You Better." Treating customers, suppliers and each other with respect and dignity is our top priority. We work hard every day to serve others and create rich lives for our employees, their families, and the communities where we work and live.
Job Description
Are you a confident, customer-oriented individual? Do you enjoy engaging with others and working to meet individual needs? If so, Norco is seeking friendly, confident individuals to join our Customer Care team, a part of Norco's Medical Resupply Department. Customer care team members work in our progressive contact center to provide exceptional, personalized service to our customers to replenish medical supplies. Contact Center team members handle inbound calls seeking to create a positive and productive experience for each caller. Main responsibilities of the position include:
- Manage inbound calls in an efficient and timely manner
- Identify needs, clarify information, and provide timely customer solutions
- Educate customers on options for diverse medical products and services
- Follow proven processes and best practices to resolve customer inquiries
- Support community agencies in the continuity of care as their patients transition their healthcare
- Lead customers through shipping and billing inquiries
- Document customer conversations and interactions in a comprehensive, thorough manner
Qualifications
While comprehensive hands on training is provided, some of the skills we value include a variety of the following:
- Strong phone and verbal communication skills supported by active listening skills
- Sense of urgency, professionalism, and proven time management skills
- Confident and engaging in their work with other employees and customers
- Sound decision-making abilities
- Ability to multi-task, set priorities, and manage time effectively
- Possess fundamental typing and computer skills
- Accurately enter data into custom software and Microsoft Office 365 applications
Additional consideration given to candidates with the following work experience(s):
- Entry-level healthcare
- Contact/call center experience
- Retail sales experience
Additional Information
Norco offers a competitive compensation/benefit package, including:
- Employee Stock Ownership Plan (ESOP)
- Health, Vision and Dental Insurance
- Health Savings Account (HSA)
- Medical and Dependent Care Flex Accounts (FSA)
- Life Insurance provided at no cost to employee by Norco
- Supplemental Accident, Disease, and Life Insurance options
- Employee Tuition Reimbursement
- 401(k) with Employer Matching
- Wellness Program
- Employee Discount on products sold by Norco
Norco, Inc is an Equal Opportunity/Affirmative Action Employer
Norco provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Norco, Inc is a drug-free workplace
