Customer Care Representative I (Monday to Friday: 10 a.m. to 7 p.m.)

Description

Sigvaris is currently looking for a Customer Care Representative I to join our Customer Service team.  As a leading compression solution provider, we are not just a company that manufactures products.  We are a global team on a mission to help people feel their best.  Reporting directly to the Supervisor, the Customer Care Representative I is responsible for providing excellent customer service by building strong relationships with customers through single call resolution and by providing creative solutions to problems.  Listens, validates and resolves consumer issues while maintaining the relationship between consumer, dealer and doctor.

This position is flexible remote meaning you should be able to come to the Peachtree City, GA facility for trainings or to help in the warehouse, etc.

 SCHEDULE:

     • Monday to Friday:  10 a.m. to 7 p.m.

DUTIES AND RESPONSIBILITIES:

     • Provides excellent customer service while dealing with customers some of whom may be upset, frustrated or irate be being positive, friendly and supportive.

     • Provides timely and accurate problem resolution during all calls taking ownership until the situation is resolved.

     • Demonstrates effective coping skills with potentially stressful situations.

     • Demonstrates a strong understanding and utilization of all Call Center software (Syspro, Sigvarisonline, Veeva, SNA, Excel, MSWord, Velaro, MyUPS).

     • Inputs orders and return authorizations following the established guidelines.

     • Demonstrates a firm understanding of SIGVARIS products, uses and medical contra indications.

     • Manages length of calls demonstrating an understanding of when a problem needs to be escalated to a manager.          

     • Documents all consumer calls in detail in the feedback database.

     • Demonstrates an understanding of sales and marketing techniques while placing outbound sales-oriented calls.

     • Pays strict attention to detail and the ability to effectively multi-task.

     • Follows the Company's established Attendance and Punctuality policy.

     • Upholds the importance of the SIGVARIS core values and culture.

     • Fosters positive morale among staff, by promotion of open communication with all departments, to help create and maintain an innovative and cooperative staff relationship and environment.

          o Interacts with external and internal customers in a timely manner conducive to continued positive relationships.

          o Displays patience, courtesy and tact; demonstrates flexibility, enthusiasm and willingness to cooperate while working with others or in place of others as necessary.

     • Demonstrates effective communication methods.

          o Supervisor and/or appropriate management staff are kept informed of developments affecting their functions.

          o Responds quickly to all oral and written communications.

          o Maintains and encourages an open line of communication with both internal and external customers.

          o Checks and responds to voice mail messages in a timely manner.

          o Accurately and legibly presents written data to affected internal/external customer.

     • Follows established company policies and procedures to ensure compliance with SIGVARIS policies, industry standards, ISO 13485 standards, 6S and Lean Manufacturing, and Federal, State and local laws.

     • Assists with the implementation of Lean/Kaizen initiatives or events in the department.

     • Follows all work instructions, creates and maintains accurate records to meet all internal and external requirements to support the SIGVARIS Quality System and Quality Policy.

     • Accurately perform any other duties and responsibilities as assigned to ensure an efficient workflow.

Requirements

EDUCATION and WORK EXPERIENCE:

     • Associate's degree or equivalent work experience in a Call Center environment.

     • More than three (3) years of customer service experience

SKILLS:

     • Ability to develop and maintain strong, effective relationships across the organization.

     • Demonstrated ability to find solutions that do not follow a conventional defined path.

     • Excellent communication skills, both verbal and written, are critical.

     • Excellent computer skills with Windows-based software, Microsoft Office products (Word, Excel, Outlook).

PHYSICAL REQUIREMENTS:

     • Ability to work in an open office environment with conversation and other noise distractions.

     • Ability to sit in front of a comp