Customer Support Representative

Kelly; Chelmsford (MA); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Medical, dental, vision

Retirement savings plan

Holiday pay

Transit spending account

Paid sick leave

Job summary

Kelly is seeking a Customer Support Representative I to be 100% available for a high volume of inbound calls and to process orders by phone, fax, and email using the Oracle database. You will provide customers with detailed, accurate information on orders, returns, credits, shipping information, and navigation through the ZOLL web store.

Qualifications include a high school diploma and 1–2 years of customer service experience; excellent communication and attention to detail are essential.

Qualifications

• High School Diploma or equivalent.
• 1-2 years of solid customer service background, preferably in a call center environment.

Responsibilities

• Promptly answer a high volume of phone calls for customers, including placing orders, providing shipping/tracking information, and handling returns and credits.
• Process a high volume of accessory orders via phone, fax, mail, and email.
• Provide accurate, professional, and responsive customer support to customers and all personnel within the organization at all levels.
• Qualify and execute credit, invoice-only, and return authorization requests.
• Provide verbal, faxed, and email order confirmations upon request by the customer.
• Educate and assist customers in navigating ZOLL’s web store.
• Actively participate in team meetings.
• Work extended hours as needed during fiscal month and quarter-end as defined by management.

Skills

Professional telephone manner

Strong customer focus

Attention to detail

Complex product configurations

Oral and written communication

Knowledge of company policies

Education

High School Diploma or equivalent

Tools

Oracle database

Job description

Customer Support Representative I

Job Summary:

Responsible for being 100% available to answer and respond to a high volume of inbound phone calls through the ZOLL Customer Support 800 number. Process orders by phone, fax, and email via the ORACLE database. Provide customers with detailed, accurate information on the status of purchase orders, sales orders, returns, credits, shipping information, and navigation through the ZOLL web store. Ensure customer needs are addressed within the performance standards set by management. Interact with various departments regularly to achieve the best results for the customer.

Essential Functions:

• Promptly answer a high volume of phone calls for customers, including placing orders, providing shipping/tracking information, and handling returns and credits.
• Process a high volume of accessory orders via phone, fax, mail, and email.
• Provide accurate, professional, and responsive customer support to customers and all personnel within the organization at all levels.
• Qualify and execute credit, invoice-only, and return authorization requests.
• Provide verbal, faxed, and email order confirmations upon request by the customer.
• Educate and assist customers in navigating ZOLL’s web store.
• Actively participate in team meetings.
• Work extended hours as needed during fiscal month and quarter-end as defined by management.

Required/Preferred Education and Experience:

• High School Diploma or equivalent.
• 1-2 years of solid customer service background, preferably in a call center environment.

Knowledge, Skills, and Abilities:

• Computer database knowledge.
• Professional telephone manner and strong customer focus.
• Attention to detail, minimizing customer-impacting errors.
• Ability to comprehend complex product configurations and handle multifunction tasks with proven follow-up skills.
• Ability to effectively communicate both orally and in writing.
• This position requires the ability to learn, retain, and apply complete knowledge of ZOLL corporate policies and procedures as well as company-wide operational procedures, including Sales Order Flow Procedures, Shipping Procedures, and warranty procedures.

Travel Requirements:

• This position does not include travel.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Standing: Occasionally
• Walking: Occasionally
• Sitting: Constantly
• Talking: Occasionally
• Hearing: Occasionally
• Repetitive Motions: Frequently

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

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About Kelly
Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.