Customer Service Representative

Job Summary

The Customer Service Representative position works with clinical professionals around the world to create custom wheelchairs for their clients. This position will be the front line of support for our customers, answering phone calls and emails, responding to questions, and walking the customers through basic troubleshooting or setup processes. This position also maintains a high degree of professionalism and effective communication to support our customers.

Essential Functions

• Professionally interact with customers via incoming calls to provide and process information in response to product quotation and order requests and inquiries for a wide range of highly configurable mobility products.
• Maintain detailed and accurate documentation of customer interactions utilizing various proprietary software applications.
• Effectively manage a call center queue with a focus on consistently achieving high customer service standards of company metrics (ex: handle time, first call resolution, schedule accountability).
• Effectively communicate with Customer Service team members and cross functionally with other departments (ex: sales and production) in a professional and efficient manner.
• Resolve concerns and complaints by listening to the customer, determining the cause, and finding a solution using reference documentation and/or consulting with department leadership.
• Answer questions on wheelchair adjustments and specifications, delivery estimates, and tracking details.
• Continually learn and retain knowledge about Ki Mobility products to quickly and accurately assist customers.
• Ensure and follow safety requirements and standards.
• Perform all duties in a manner that follows, demonstrates, and promotes Company’s values.
• Report to work as scheduled, on time, and able to work entire work schedule.
• Perform additional duties as assigned.

Knowledge, Skills, and Abilities

• Ability to respond effectively to new, complex, and problematic situations and adapt your behavior to provide the best possible customer service.
• Skill and ability to navigate multiple computer applications, with the use of dual monitors, while speaking with customers or performing other customer service tasks.
• Ability to manage a call center queue with periods of high volume incoming/outgoing calls.
• Detail oriented with a passion for and ability to continuously learn.
• Possess excellent oral and written communication skills.
• Exceptional skills in professionalism while interacting with customers and company associates.
• Skill and ability to multi-task, prioritize, and manage time efficiently.
• Able to exercise patience to get questions answered correctly and timely.
• Able to read and interpret parts diagrams.
• Critical thinking skills with the ability to interpret detailed customer information to find accurate solutions.
• Basic level skills using computer applications (Microsoft Suite, enterprise software).
• Basic math proficiency.
• Able to work effectively both independently and within a team environment.
• Able to be highly adaptable and responsive to changing business needs.
• Possess a continuous improvement mindset.
• Able to observe and identify details.
• Able to work extended hours as scheduled, including weekends.

Physical Demands

• Frequent sitting, wrist manipulation, walking, and standing.
• Frequent sedentary work with lifting up to 10 pounds.
• Manual dexterity to type and operate office equipment occasionally.
• Must be able to complete all physical requirements to perform essential functions.

Qualifications

• Experience Required: Minimum of 2+ years of experience in a call center position or relevant customer service experience working with complex or custom product.
• Basic level experience with Microsoft Office programs (Word, Excel) and other enterprise software.
• Preferred: Experience reading and interpreting parts diagrams.
• Bilingual a plus.