CPAP Customer Care & Solutions Specialist

cpap.com; Stafford (TX); On-site; USD 32,000 - 46,000; Full time

Job summary

cpap.com in Stafford, TX is seeking a Customer Care Representative (CPAP Guide) to assist customers in selecting CPAP solutions, support returns and exchanges, and deliver a high-quality in-person experience.

The role emphasizes empathy, product knowledge, and effective communication across in-person, phone, email, and chat channels, with opportunities for leadership responsibilities based on performance.

Qualifications

• 1+ years of customer service or returns/logistics experience, preferably in e-commerce or medical/healthcare products.
• Empathetic communicator who can handle sleep apnea therapy questions with clarity.
• Familiar with CRM and call center platforms such as Shopify, Gorgias or Aircall.

Responsibilities

• Process customer requests, communicating order status updates, helping with equipment troubleshooting and support questions.
• Guide customers to the best product solutions for their therapy needs, leading with exchange and store credit options to support customer retention and satisfaction.
• Review returned items upon receipt and coordinate inspection, ensuring products meet return requirements per cpap.com’s return policies.
• Handle warranty and manufacturing defect cases, initiate troubleshooting, issue RMAs, and coordinate with manufacturers for repair or replacement.
• Stay sharp on product knowledge, troubleshooting and industry trends to confidently support customers through various support channels such as in person, phone, email and chat.
• Partner with management to continuously improve performance, customer interaction quality, and customer satisfaction.

Skills

Attention to detail

Empathetic communication

Active listening

Objection handling

Multi-tasking

Communication skills

Team collaboration

Tools

Shopify

Gorgias

Aircall

Job description

cpap.com in Stafford, TX is seeking a Customer Care Representative (CPAP Guide) to assist customers in selecting CPAP solutions, support returns and exchanges, and deliver a high-quality in-person experience.

The role emphasizes empathy, product knowledge, and effective communication across in-person, phone, email, and chat channels, with opportunities for leadership responsibilities based on performance.