Customer Service Representative

Description

Provide accurate, timely advice and support to Westone Customers. Ensures customer satisfaction by providing answers or resolutions to technical questions regarding products or services. Resolve customer issues by identifying the problem, obtaining information, and aiding by utilizing available tools and resources. Receive 100+ questions/daily from customers via phone or email and follow established procedures to provide answers or refer calls to appropriate staff. Typical questions are focused on order status, product information, account status, pricing, and product or service. Also, supports sales/commercial campaigns and other customer promotions/programs with outbound calls/follow-ups. Overtime may be required.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

· Provide technical support, fitting recommendations, descriptions of impression techniques, and status checks to audiologists and dispensers.

· Navigates through the Westone computer systems (Epicor/Hubspot)

· Maintains knowledge of new products.

· Completes paperwork for shipping charges, credit requests, and flags for orders.

· Communicates with customers primarily via phone and email.

· Update customer transaction and order status timely and accurate, including notes on customer needs and follow-up.

· Responds to and routes customer ACD telephone calls.

· Continually improve product and system knowledge to provide the best customer experience possible.

· Answer incoming calls and emails from customers and internal departments.

· Research and verify account discrepancies and take appropriate action.

· Process supply orders received via telephone, fax, e-mail, mail, online, and earpiece order forms using the computer-based Navision order system.

· Ensure customer needs are met, offering additional products or assistance as needed.

· Respond as requested on the active earpiece and supply order status.

· When necessary, coordinate with internal resources to find solutions and resolve customer concerns. Process supply return orders via telephone or email.

· Gain and maintain extensive Westone product and warranty knowledge to appropriately answer product inquiries, including recommendations for merchandise upgrades during inbound service calls.

Requirements

EDUCATION AND/OR EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES:

· High school diploma or GED.

· *Temporary or contract agency, if used, will confirm, and maintain records of education and experience.

· Prior experience in a call center/customer service/clerical/administrative/production/data entry environment is strongly preferred.

· Ability to work in a team environment, where duties are cross-trained and shared.

· Ability to create and sustain effective, professional working relationships with both internal and external customers.

· Ability to write effective and concise correspondence via e-mail to communicate with customers, patients, and Audiologists.

· Spanish language skills (oral, reading, and written) are desirable.

· Excellent Communication skills. (Verbal and written)

· High-level attention to detail and accuracy with the ability to organize, prioritize, and multi-task.

· High organizational, teamwork, follow-up, and analytical skills.

· Knowledge and proficiency with computer data entry.

· Intermediate proficiency with Microsoft Office-based software.

· General knowledge of office equipment i.e., Fax, copier, printer.

· Ability to learn clerical/administrative software applications.

· Ability to accurately read, enter, verify, and invoice orders.

WORK ENVIRONMENT:

· Work is performed in a call center and manufacturing environment.

· The environment includes moderate noise levels.

· Able to sit/stand for long periods of time, or alternate sitting and standing as needed.

· Able to work in a second-floor location where stairs are the means to travel between the ground floor and the second floor.

PAY: $19.00 to $22. hr., depending on experience

BENEFITS:

Westone offers employees and their families a comprehensive benefits package to ensure their individual and family’s overall wellness needs are met. Some offerings are dependent on the role, work schedule, or location and include the following:

• Healthcare (medical, prescription drugs, dental, and vision)
• 401k retirement plan
• Paid time off and sick pay
• Employer-paid life insurance
• Employer-paid short-term and long-term disability