[Remote] Customer Solutions Specialist

Note: The job is a remote job and is open to candidates in USA. Drive Medical is a leading manufacturer of medical products dedicated to enhancing the quality of life for its customers. The Customer Solutions Specialist is responsible for providing an effortless experience to customers by addressing inquiries, processing orders, and offering product information in a fast-paced phone environment.

Responsibilities

• Resolve customer and sales rep inquires; explain product features, provide quotes, process orders, returns, and assist with all their customer service needs in US and Canada
• Comply with all quality guidelines on documenting complaints and responding to Post Market Surveillance requests in a timely manner
• Handle inbound and outbound communication via phone in a helpful, professional, and courteous manner
• Resolve all customer related inquiries and issues with extreme accuracy and efficiency
• Develop a thorough understanding of Drive products to effectively offer additional accessories and substitute other products when items are back ordered, etc
• Enter and process orders received via phone, with accuracy
• Provide product availability and manage customer back-orders, as needed
• Support the sales team by aiding them with their daily service needs
• Follow up as needed to ensure accuracy and effortless customer experience
• Provide over the phone assistance with product assembly and parts inquiries
• Utilize systems and technology to handle high volumes of inquiries; become proficient in current and future systems
• Achieve performance goals on a consistent basis and established KPIs

Skills

• 1-2 years' experience in the position to be considered for promotion
• High school diploma or equivalent
• Customer Focused
• Excellent communication and problem resolution skills
• Excellent computer skills, including knowledge in Microsoft Systems
• Quick learner, able to think on feet and find innovative solutions
• Empathy, patience, listening skills
• Career minded individual with ability to work flexible hours (generally M-F between 9AM-6PM EST)
• Maintain a Scorecard of an A/B average to be considered for promotion
• Prior customer-facing experience preferred
• SAP experience helpful
• Experience in Customer Service preferred

Benefits

• Competitive Benefits
• Paid Time Off
• 401(k) Savings Plan

Company Overview