Customer Service Representative full-time

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Position: Customer Service Representative ("CSR") Customer Service Representative (“CSR”) in charge of all verbal, written and digital communication with customers or potential customers regarding the purchase, performance, maintenance, training, service and/or status of their Theralase medical laser system (“Product”) or with patients in the delivery of healthcare services. Reports to: Director of Clinical Education, Training and Customer Support Duties and Responsibilities: Verbal, written or digital communication with customers or potential customers regarding the purchase, performance, maintenance, training, service and/or status of their Product or with patients in the delivery of healthcare services Document the interaction with the customer through the completion of a Customer Service Inquiry (“CSI”) Forward the CSI to the responsible department and track the timely closure of the CSI with that department If a Product needs to be returned to the Company, track and coordinate the return and timely service of the Product with the customer through the Request For Analysis (“RFA”) process and schedule the timely service of the Product with the production department Ship, track and follow up with the customer to inform them of the status of their CSI and the anticipated delivery date of new, serviced, trial or demonstration Products Coordinate the timely service of Products and resolution of issues to track and increase the Customer Overall Satisfaction Index (“COSI”) in the use of the Products Answer all incoming calls and general e-mails and forward to the appropriate department for resolution Compile shipping documentation (Shipping information, commercial invoice, waybill, importation documentation, etc.) and schedule courier to ship Products to customers and track their timely receipt by the customer Meet with the marketing, sales, production and engineering department, as well as senior management, to understand, compile and update Frequently Asked Questions (“FAQs”) of customers, in order to accurately, succinctly and in a timely manner address their CSI for the purchase, maintenance, training, service and/or status of their Product Work with the marketing department to optimize the web site from a customer perspective providing additional information, FAQs and webchat access, on-line to enhance the customer’s ability to quickly and effectively resolve their concerns, prior to contacting the CSR Provide the FAQ documentation monthly to marketing for them to update the corporate website Manage and close-out CSIs professionally, accurately and in a timely fashion to resolve a customer’s concerns and increase the customer’s COSI Manage all customer telephone, e-mail or web inquiries, promptly, competently and professionally and work with the appropriate department for timely resolution of their concerns Provide a weekly report to their direct manager as to status, any outstanding issues and assistance required to resolve a customer’s concerns and increase the customer’s COSI Pleasant, engaging, calm, clear and concise phone voice, in the English language with excellent oral, written, digital and presentation communication skills to resolve CSIs Manage Customer Relationship Management (“CRM”) database and the timely distribution of customer sales inquiries to the appropriate Territory Sales Manager (“TSM”) or National Sales Manager (“NSM”) Implement customer service’s strategic objectives of scheduling and shipping new Product to customers within 24 hours and service Product to customers within 48 hours, after customer approval Quickly learn on the job, at first working directly with the responsible departments in the resolution of the CSIs, but then as their knowledge base grows, building an on-line FAQ searchable database (in conjunction with the marketing and production department) to allow quick and accurate resolution of CSIs, while provid


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