Customer Service Representative

Job Summary

Reporting to the Customer Service Manager, the Customer Service Representative (CSR) serves customers by processing orders, preparing correspondences, and fulfilling customer inquiries. Passionate about building strong customer relationships and increasing customer engagements to ensure excellent satisfaction. The CSR must project a professional company image through in-person and phone interaction. Is an advocate in communicating complaints, questions, and feedback from customers to the appropriate team members.

Essential Duties and Responsibilities

• Always responds promptly to customer inquiries maintaining a positive, empathetic, and professional attitude
• Accurately and timely process quotations, orders and returns
• Accurately establish new customer accounts
• Acknowledge and resolves customer complaints effectively
• Participate in product training to efficiently answer customer questions
• Professional and appropriate in-person and phone etiquette skills
• Communicating and coordinating with colleagues as necessary
• Maintain and be well-versed on knowledge of applicable company policies and procedures
• Maintain confidentiality in all aspects of client, staff, and corporate information
• Contributes to team effort by accomplishing individual and departmental performance objectives
• Perform all other Duties or Tasks as assigned by the Manager.

Qualifications

• High school diploma, general education degree, or equivalent
• 2+ years prior experience in customer service or related area
• Proficient in Microsoft software programs including Outlook, Word, Excel

Competencies

Demonstrates the ability to clearly communicate both written and verbal, problem solve, be adaptive to unique situations, time management, desire to learn, tenacity and confidence. Must be able to work with a team or independently. Well-developed ability to multi-task and prioritize based on urgency. Demonstrates a strong interest in developing new skills; ability to learn new software systems. Maintain a professional image and demeanor consistent with the image of Safeguard.

Physical Requirements

Performing the duties of this job regularly involves sitting, standing, walking. The duties also involve active hearing/listening, grasping, and reaching, as well as occasional lifting and carrying of products and supplies up to 20lbs. Vision requirements include close vision, the ability to adjust focus and color code.

Mental Requirements

This position requires the ability to: maintain an appropriate work pace; comprehend and follow instructions; exercise logic and reasoning; organize, prioritize, and strategize; read; compose written communication; communicate verbally; problem solve; make decisions; count and compute; analyze and interpret data; multi-task/re-direct; experience numerous interruptions; ability to focus in an open-office environment and work alone successfully. This position requires the ability to maintain the highest standards of professional maturity, patience, and emotional intelligence in difficult or stressful situations.

Training Requirements:

The employee must be trained on all the documents, procedures, software applications and topics listed in the Training Matrix. Documentation of this training will be maintained with Human Resources. Additional training requirements may be added as deemed necessary by the supervisor.

Work Environment

The noise level in the work environment is moderate.

Other Requirements

This is an on-site full-time position at the Safeguard HQ in North Carolina and may require travel approximately 10% of the time.

Safeguard Medical is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Safeguard Medical believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.