Customer Care Specialist

Life-Assist, Inc.; Charlotte (NC); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

PTO 15 days

7 holidays + floating holidays

Employee Assistance Program

Medical/Dental/Vision/Life Insurance

401K with company contribution

Tuition and Training Reimbursement

Job summary

Life-Assist, Inc. is seeking a Customer Care Specialist at our Charlotte, NC location to deliver an outrageously incredible customer experience. You will engage customers by phone, chat, and email, process orders, and help resolve service issues with empathy and tenacity.

Ideal candidates have 3+ years in customer service, strong written and verbal communication, and comfort using Microsoft Office. A team-focused, problem-solving mindset is essential for success in a collaborative environment.

Qualifications

• 3+ years of experience in customer service or related sales support field.
• Excellent oral and written communication skills.
• Ability to learn and master processes/systems quickly.
• Build strong relationships with customers, vendors and co-workers.

Responsibilities

• Interact with customers by telephone, chat, in person, or email to provide information, take orders, or resolve service issues.
• Keep records of customer interactions and transactions.
• Greet walk-in customers and process on-site sales if needed.
• Resolve billing or service concerns by coordinating with internal departments.

Skills

Customer service

Communication

Problem solving

Teamwork

Microsoft Office

Education

Associates or BA/BS preferred

Tools

Microsoft Office Suite

Job description

At Life-Assist we show up every day, so we can “Help Heroes Save Lives.” Together through a culture of caring and genuine connections, every decision we make and every action we take ensures that first responders can do their jobs as easily and effectively as possible.

About This Opportunity

At Life-Assist, our Customer Care Specialists will support our customer needs in our newest warehouse location in Charlotte, NC. The Specialist is someone who cares enough to deliver an outrageously incredible customer experience every hour of every day. Add in a good amount of empathy, positivity, flexibility, resourcefulness, and a lot of tenacity and that describes a candidate we would like to meet.

If you are passionate about helping people, love finding solutions to customer challenges, always go the extra mile and get a big smile on your face when you deliver WOW service, we would love to talk to you.

If you believe you can make a difference to our customers and employees, please read on.

What Will You Do?

• Engage with customers by telephone, chat, in person, or by email to provide information about products and services, to take orders, or to obtain details of service issues.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Greet walk-in customers. Processes orders and completes on-site sale if necessary.
• Resolve service or billing concerns by coordinating with the internal department to find solutions.
• Respond promptly to customer needs and follow through to ensure high satisfaction; check to ensure that appropriate changes were made to resolve customers' problems; refer unresolved customer grievances to designated departments or to manager for further investigation.
• Interface with Products Specialist to obtain product specifications, identify new products or substitute products as necessary.
• File claims with outside transportation companies as necessary.
• Coordinate with purchasing department to understand inventory fulfillment timelines, backorder status, recalled products, and vendor-specific shipping guidelines
• Act as a site administrator of Life-Assist website and assist customers in navigating the website.
• Collect prescription authorization forms from new and existing customers; communicate with customers licensing and purchasing requirements related to prescription only item.
• Verify customer medical license status; coordinate with Compliance Department to resolve customer licensing issues.
• Identify and report to management potential fraud, theft, or loss concerns.

Who Are You?

• 3+ years of experience in customer service or a related sales support field
• Associates or BA/BS degree preferred
• Experience in medical equipment products and/or distribution industry a plus
• Excellent oral and written communication skills
• Ability to learn and master processes/systems quickly
• Build strong relationships with customers, vendors and co-workers
• Organized with a high level of attention to detail
• Ability to work unscripted, confidently asking questions/providing answers
• Finds creative solutions to customer needs
• Actively looks for opportunities to improve processes and gain efficiency
• Responds to customer requests promptly and effectively
• Follows up consistently in line with expectations
• Thrives working in a team-oriented environment
• Fits into a culture with a long history of helping people
• Proficient with the Microsoft Office software suite

Benefits

• 15 accrued days Paid Time Off
• 7 paid holidays plus 2 paid floating holidays
• Employee Assistance Program – to help you reduce the stress of everyday living
• Medical, Dental, Vision, Life Insurance, Short-term and Long-term Disability pay
• 401K Retirement Savings Plan – Life-Assist contributes a % of your deferral to help you meet your retirement goals
• Tuition and Training Reimbursement

And much, much more…….

Who Are We?

When you compare Life-Assist to other companies in our industry, you’ll find that there is a clear difference. Our culture is extremely important to us. We aren’t about what we sell. We are about what we stand for.

Life-Assist employees enjoy a positive and supportive environment where they are encouraged to develop their skills and talent to their fullest potential.

If this position sounds like a good fit and you are interested in working for a company where employees love coming to work and helping heroes save lives every day, please submit your resume along with answers to our posted questions.

It is the policy of Life-Assist, Inc. (“The Company”) that we will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered, without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. EOE, Including disability/vets

Life-Assist, Inc. promotes a drug‑free workplace, and participates in the E-Verify Program.

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