Customer Service Representative - Women's Health- Work from Home

Description

The Customer Service Representative - Breast Pump Specialist is responsible for responding to complex consumer inquiries via phone, text and chat. The Representative will provide information, support, and guidance to breastfeeding consumers, assisting in both the proper operation and maintenance of a personal medical appliance and device. 

• Our contact center provides extraordinary service and the Representative must demonstrate a high level of sensitivity, empathy, and patience with each consumer.
• This is a high-volume call center position and as such, you will be assigned a shift time which serves as your regular work schedule.  You must adhere to your assigned work schedule and complete each shift in its entirety.  While this position is remote, it is not a flexible position where you can adjust your own schedule.
• Candidates must be tech savvy as the product we support is a smart breast pump.  Candidates must be able to work with multiple systems and communication channels at the same time.  Attention to detail is critical as many of our cases are not first contact resolution.  All contact information and notes must be complete to allow another representative to move the case forward. 
• Representatives must be skilled at troubleshooting a medical device for mechanical issues, address order and billing questions, website support, general breastfeeding questions and at times document adverse events.
• Consumer contact with our call center is regularly audited for Quality Assurance (QA), product knowledge and case coding.
• We consider our representatives on this product a team working together to address the questions, concerns and issues for breast-feeding mothers.
• Our training process is intense and requires self-discipline.  The first couple of days requires independent reading to understand the team setup and our client's website and pricing.   After which, new representatives will participate in remote training on our systems, SOPs and product training. The more time you put into training the more successful you will be.

HOURS OF OPERATION: We provide support to our client from Monday – Friday 9am -9pm EST; Saturday from 10am -4pm EST; and Sunday 10am – 3pm EST. Customer Service Reps work remotely with equipment supplied provided required minimum internet service is validated. 

 KEY RESPONSIBILITIES:

• Answer incoming phone calls, text, chat and respond to written communication.
• Provide 1:1 counseling on use of breast pump to nursing mothers via telephone.
• Troubleshoot any issues related to the consumer product.
• Provide product information and make recommendations based on consumer’s needs.
• Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
• Continually maintain working knowledge of all company products, services, and promotions.
• Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards.

Requirements

  QUALIFICATIONS:

• An outgoing personality, with excellent interpersonal and relationship management skills
• Excellent verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult callers. Must be able to maintain professional behavior in stressful situations
• Ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information

EDUCATION and/or EXPERIENCE:

• College degree preferred with minimum of 3 years customer service experience
• Strong computer experience working on multiple software programs
• Consultative customer service skills: ability to analyze a customer’s situation and present a solution
• Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment
• Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat)
• Must be authorized to work in the US without sponsorship