[Hiring] Customer Service Representative @Premier NX

Role Description

We are seeking a dedicated and detail-oriented Customer Service Representative to provide exceptional support to consumers, healthcare professionals, business partners, and retail customers. This role manages inquiries, complaints, order processing, and customer interactions across multiple communication channels while ensuring a positive customer experience and adherence to established policies and procedures.

This position will work remotely with a shift schedule of 8:00 AM – 5:00 PM ET Monday – Friday.

What You Will Be Responsible for as a Customer Service Representative:

• Customer Service & Support
  • Provide professional and timely customer service through phone calls, email, webforms, and other communication channels.
  • Respond to consumer inquiries, complaints, compliments, and product-related questions.
  • Support healthcare professionals (HCPs) with inquiries, complaints, order management, and general customer service needs.
  • Escalate complex inquiries and complaints to the appropriate internal contacts in accordance with established Standard Operating Procedures (SOPs).
  • Deliver a positive customer experience while maintaining professionalism, empathy, and accuracy.
• Order Management & E-Commerce
  • Provide direct-to-consumer (D2C) support, including order placement, order status inquiries, and e-commerce assistance utilizing Shopify.
  • Assist with business-to-business (B2B), wholesale, and e-retail customer support.
  • Coordinate order-related inquiries and fulfillment requests to ensure timely and accurate resolution.
  • Process and coordinate follow-up fulfillment requests, including product retrieval kits, coupons, customer correspondence, compensation, and digital reimbursements.
• Social Media & Customer Engagement
  • Monitor and respond to customer inquiries and feedback across social media platforms in accordance with established guidelines and work instructions.
  • Monitor and manage customer ratings and reviews utilizing Bazaar voice or other designated platforms.
  • Ensure responses across all customer-facing channels align with established brand standards and customer service expectations.
• Documentation & Compliance
  • Accurately document customer interactions, inquiries, complaints, and resolutions within designated customer relationship management (CRM) systems.
  • Follow established SOPs, work instructions, and escalation procedures.
  • Maintain accurate records of customer complaints and ensure timely escalation when required.
  • Participate in ongoing training and process updates to maintain product knowledge and service quality.

Qualifications

• Previous experience in customer service, contact center operations, or a related field preferred.
• Strong verbal and written communication skills.
• Ability to manage multiple customer interactions and prioritize tasks effectively.
• Must be able to thrive in a fast-paced environment while maintaining a high quality of work and a minimum 97% audit score.
• Experience with Shopify, CRM platforms, or e-commerce customer support preferred.
• Familiarity with social media customer engagement and ratings and reviews platforms is a plus.
• Strong problem-solving skills with excellent attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Comfortable learning new systems, processes, and product information.
• Authorization to work in Canada is required.