[Hiring] Customer Solutions Specialist @Drive Medical

Role Description

Drive Medical is a place where employees and management exist to enhance the quality of life of the people we touch. Customer Solutions Specialist and Customer Solutions Specialist, Canada is responsible for ensuring effortless experience to our customers in a fast-paced phone environment, by providing product information, placing orders, and finding solutions. As employees acquire knowledge across all areas of the department, they can become cross-functional to fit business needs.

• Resolve customer and sales rep inquiries; explain product features, provide quotes, process orders, returns, and assist with all their customer service needs in US and Canada.
• Comply with all quality guidelines on documenting complaints and responding to Post Market Surveillance requests in a timely manner.
• Handle inbound and outbound communication via phone in a helpful, professional, and courteous manner.
• Resolve all customer related inquiries and issues with extreme accuracy and efficiency.
• Develop a thorough understanding of Drive products to effectively offer additional accessories and substitute other products when items are back ordered, etc.
• Enter and process orders received via phone, with accuracy.
• Provide product availability and manage customer back-orders, as needed.
• Support the sales team by aiding them with their daily service needs.
• Follow up as needed to ensure accuracy and effortless customer experience.
• Provide over the phone assistance with product assembly and parts inquiries.
• Utilize systems and technology to handle high volumes of inquiries; become proficient in current and future systems.
• Achieve performance goals on a consistent basis and established KPIs.

Qualifications

• Customer Focused
• Prior customer-facing experience preferred
• Excellent communication and problem resolution skills
• Excellent computer skills, including knowledge in Microsoft Systems, SAP experience helpful
• Quick learner, able to think on feet and find innovative solutions
• Empathy, patience, listening skills
• Career minded individual with ability to work flexible hours (generally M-F between 9AM-6PM EST)
• Maintain a Scorecard of an A/B average to be considered for promotion

Requirements

• High school diploma or equivalent
• Experience in Customer Service preferred

Benefits

• Competitive Benefits
• Paid Time Off
• 401(k) Savings Plan