Customer Care Specialist

About the Role

As a Customer Care Specialist, you'll deliver total customer care across orders, product and training inquiries, and moderate-level technical support. You'll serve as a trusted partner to clinicians and administrators by resolving issues with urgency and empathy, and by guiding users through device and software workflows.

How You'll Add Value

• Customer Support & Case Handling — Respond to inbound calls and emails for products, training requests, general information, and moderate technical issues; create and manage cases to resolution.
• Order Management — Accurately enter and process customer orders; provide proactive updates and follow-ups for order status and repair approvals.
• Returns & Credits — Issue return authorizations (RAs) for repairs and credits in alignment with company policies.
• Technical Troubleshooting — Guide customers through phone and email troubleshooting of medical devices and software, including Windows applications, web-based tools, drivers, permissions, wireless connectivity, server issues, and unit-specific error codes.
• Suggestive Solutions — Identify opportunities to promote additional value-add products, services, or training that solve customer problems.

Who We're Looking For

Key Attributes:

• Customer-Obsessed: You build rapport quickly, listen deeply, and communicate clearly under pressure.
• Tech-Savvy Problem Solver: You can navigate Windows OS, web apps, wireless technology, and basic networking concepts and can translate them for non-technical users.
• Process-Driven & Precise: You keep your queue organized, document thoroughly, and follow through reliably.
• Continuous Learner: You're eager to build clinical, regulatory (FDA/HIPAA), and product knowledge in a dynamic environment.
• Team First: You collaborate across Customer Care, Technical Support, Sales, Service, and Finance to resolve issues end-to-end.

Requirements

• Associate degree or equivalent experience.
• Typically 1–2 years of direct customer service experience.
• Experience with high-volume inbound/outbound calls and email support.
• Proficiency with Windows OS, web-based software, and wireless technology.
• Aptitude and desire to troubleshoot permissions, drivers, error codes, server connectivity, and related software issues.
• Ability and desire to learn and apply FDA and HIPAA requirements while troubleshooting.
• Familiarity with customer service databases, CRMs, and case management tools.
• Ability to work remotely with reliable high-speed internet and ability to work shifts Monday–Friday, between 6:00 a.m. and 4:00 p.m. Pacific Time (no nights or weekends).

Compensation

$20.00 per hour. Full-time employees who are not on a commission plan are eligible for Verathon's annual bonus plan based on company and individual performance.

Benefits

• Wellness & Life Balance: Medical, dental, vision, basic life insurance, 401(k) with company match, and other programs that support you and your family.
• Growth & Development: Professional development programs, internal mobility, certification courses, and tuition reimbursement.
• Fun & Engagement: Team appreciation virtual events and a culture centered on engagement and recognition.

Our Core Values

• Our Customers are at the Center of Everything We Do
• Winning Together
• Continuous Improvement Creates Competitive Advantage
• Be Better. Be Different.
• Do the Right Thing; Do Things Right
• We Are Genuine
• Enjoy the Journey