Customer Solutions Specialist

Summary (Major Purpose Of The Role)

Drive Medical is a place where employees and management exist to enhance the quality of life of the people we touch. Customer Solutions Specialist and Customer Solutions Specialist, Canada are responsible for ensuring an effortless experience to our customers in a fast-paced phone environment by providing product information, placing orders, and finding solutions.

Main Activities/Responsibilities

• Resolve customer and sales rep inquiries; 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.

Competencies

• Customer Focused
• Prior customer-facing experience preferred
• Excellent communication and problem resolution skills
• Excellent computer skills, including knowledge in Microsoft Systems, SAP experience helpful
• Quick learner, able to think on feet and find innovative solutions
• Empathy, patience, listening skills
• Career minded individual with ability to work flexible hours

Reporting Relationships And Supervision

The position will report to the Customer Solutions Supervisor/Manager.

Education And Experience

• High school diploma or equivalent
• Experience in Customer Service preferred

Why Apply to Drive Medical

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

Drive Medical is an Equal Opportunity Employer

Drive Medical strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered person because of race, color, religion, gender, sexual orientation, gender identity, pregnancy and/or parental status, national origin, age, disability status, protected veteran status, genetic information (including family medical history), or any other characteristic protected by federal, state, or local law. Drive Medical complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.