Senior Customer Care Representative

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

📋 Description

• Manage incoming calls and process orders through various channels, ensuring precision and efficiency in every transaction.

• Dispatch order confirmations via email and keep customers updated with status reports and follow-ups throughout the order lifecycle.

• Examine all orders for accuracy, implement necessary changes to existing orders, and guarantee timely processing to fulfillment.

• Direct special orders using the correct procedures and provide pricing details upon request.

• Collaborate with internal departments to resolve customer inquiries, acting as a liaison to meet customer requirements effectively.

• Acquire knowledge of new products within a single product line to assist customers in understanding basic offerings and services for informed purchasing decisions.

• Investigate and address billing and pricing inquiries, resolving customer issues to enhance satisfaction and ensure smooth order processing.

• Rectify any order complications that hinder same-day shipping and approve or authorize credits, rebills, and product returns as necessary.

• Execute filing and other administrative duties as required.

• Additional responsibilities as assigned.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• Two to three years of experience in customer service; the experience should include a monitored and scored call environment with metrics applied to both individual and team performance.

• Strong computer proficiency; basic knowledge of MS Outlook, Word, and Excel.

• Excellent interpersonal and communication skills; must be capable of fostering and maintaining cooperative working relationships with customers and colleagues.

• Ability to handle situations calmly and effectively over the phone while promoting a positive image of the company.

• Skilled in diffusing upset customers and/or intense situations.

• Exceptional attention to detail and accuracy.

• Experience in a distribution company is preferred.

• Emergency Medical or hospital-related experience is a plus.

• Capability to manage all aspects of the job role independently, including meeting required goals and adhering to business practices in a remote setting.

🏝️ Benefits

• Competitive salary, aligned with experience.

• Comprehensive benefits package.

• 401(k) Plan.