Customer Service Representative - Ecommerce

Aeroflow Health - Customer Service Representative - Ecommerce Department

Location: Birmingham, AL 

Address: 114 Trade Center Drive Suite D
Birmingham, AL 35244

Shift: Monday - Friday 8:00 am - 5:00 pm CST

Aeroflow believes in career building. That’s why we promote from within and reward individuals who have invested their time and talent with us. Whether you are looking for a place from which to launch your career - or a stable, ethical company in which to advance, you will not find an organization better equipped to help you meet your professional goals than Aeroflow Health. 

The Opportunity

Aeroflow Sleep is growing rapidly, and we are on the lookout for a goal-oriented, highly motivated addition to our Customer Service team. Joining this team would mean becoming a valued part of an innovative company committed to making a lasting impact on the industry and our community.

Your Primary Responsibilities

The primary objective of an Aeroflow Sleep E-Commerce Customer Service Representative would be to provide best-in-class customer service, while helping to guide CPAP users through the process of both understanding and ordering supplies needed for sleep therapy. Some of the primary responsibilities include (but not limited to):

• Providing compassionate and empathetic care to CPAP users through phone, chat, and email support.
• Serving as a liaison between medical offices, testing facilities, and other CPAP dealers to obtain required documentation
• Effectively and accurately communicating information that customers need to place correct and appropriate orders
• Utilizing multiple computer programs and software simultaneously to track documentation and provide accurate and efficient customer service
• Respectfully contributing to a positive team culture and environment
• Providing basic supply/equipment troubleshooting assistance to ensure each customer has the best possible chance at successful therapy
• Partnering with other teams, within Aeroflow Sleep, to achieve a cohesive team atmosphere and better service for our customers
• Meeting team and individual KPIs, metric goals, and performance expectations. These include, but are not limited to: phone and chat support handle time and quantity, successful customer assistance via all communication attendance, timeliness, and participation
• Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
• Compliance is a condition of employment and is considered an element of job performance
• Maintain HIPAA/patient confidentiality
• Regular and reliable attendance as assigned by your schedule
• Other job duties assigned

Skills for Success

• Excellent customer service skills
• Excellent customer service skills that can be utilized across a multitude of communication methods, including email, chat, phone, and fax communications
• Strong technological experience and ability to learn new software efficiently
• Analytical approach to problem-solving with exceptional skills in working independently to find solutions and mitigate customer abrasion
• Proficient experience of computer understanding and software applications, such as Google Suites, Microsoft Office, Zoom, and other programs
• Ability and willingness to learn internal Aeroflow programs and SOPs required for the role
• Strength in organization and time management with ABILITY to work autonomously in an effective manner
• Compassionate, empathetic, and patient approach to all interactions
• Efficient communication, both internally, cross-departmentally, and with customers
• Capability in meeting both individual and team KPI goals
• Strength and willingness to contribute to a team environment
• Ability to effectively learn product details of the full ecommerce product catalog, with motivation to expand knowledge of products and industry as needed
• Adherence to all attendance and timeliness expectations and regulations, as required for business needs and to meet overall Aeroflow company policies

Required Qualifications

• High school diploma or GED
• 1+ year experience in a customer service-related field

What Aeroflow Offers

Competitive Pay, Health Plans with FSA or HSA options, Dental, and Vision Insurance, Optional Life Insurance, 401K with Company Match, 12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s), Additional Parental benefits to include fertility stipends, free diapers, breast pump, Paid