Customer Service Representative

This is a fully remote position, open to applicants in Florida.

📋 Description

• Deliver professional and prompt customer service through various communication channels, including phone calls, email, webforms, and more.

• Address consumer inquiries, complaints, compliments, and questions related to products.

• Assist healthcare professionals with their inquiries, complaints, order management, and general customer service requirements.

• Refer complex inquiries and complaints according to established Standard Operating Procedures.

• Ensure a positive customer experience by maintaining professionalism, empathy, and accuracy.

• Provide direct-to-consumer support, including help with order placement, order status inquiries, and e-commerce assistance via Shopify.

• Aid in business-to-business, wholesale, and e-retail customer support.

• Facilitate order-related inquiries and fulfillment requests.

• Process and coordinate follow-up fulfillment requests, which may include product retrieval kits, coupons, customer correspondence, compensation, and digital reimbursements.

• Monitor and respond to customer inquiries and feedback across social media platforms.

• Oversee customer ratings and reviews using Bazaarvoice or other specified platforms.

• Guarantee that customer-facing responses are in line with brand standards and customer service expectations.

• Record customer interactions, inquiries, complaints, and resolutions in CRM systems.

• Adhere to SOPs, work instructions, and escalation protocols.

• Maintain accurate records of customer complaints and ensure timely escalation.

• Engage in ongoing training and updates to processes.

⛳️ Requirements

• Prior experience in customer service, contact center operations, or a related field is preferred.

• Excellent verbal and written communication skills.

• Capability to manage multiple customer interactions and effectively prioritize tasks.

• Ability to excel in a fast-paced environment while achieving a minimum 97% audit score.

• Experience with Shopify, CRM platforms, or e-commerce customer support is preferred.

• Familiarity with social media customer engagement and ratings and reviews platforms is advantageous.

• Strong problem-solving abilities and outstanding attention to detail.

• Capacity to work both independently and collaboratively in a dynamic setting.

• Willingness to learn new systems, processes, and product details.

• Experience in supporting healthcare professionals, medical devices, or regulated products is a plus.

🏝️ Benefits

• Comprehensive training and ongoing development opportunities.

• Competitive compensation package.

• Opportunities for career advancement.

• Supportive and collaborative work environment.