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Form of workJob Description
Do you enjoy helping people? Are you interested in expanding your skill set? Continue reading to learn more!
About CPAP.com
We are the largest internet retailer of CPAP equipment for the treatment of Sleep Apnea and have been in business since 1999. We are a Houston based, family owned, 100+ employee business. We also run the forum CPAPtalk.com as a service to CPAP users.
Here is more about us: http://www.cpap.com/aboutUs.php
Role Overview
Customer Service Representatives (“CSRs”) are responsible for supporting customers before, during and after the sale and for being the voice of our brand.
The successful candidate will be comfortable working on a wide variety of incoming contact channels including phone calls, emails, and live chat. They must be able to use a web browser efficiently to perform the duties necessary to process orders. Candidates must have a high level of communication skills and be able to step customers through mid to high complexity scenarios.
Prior Sleep Apnea knowledge is not required.
Requirements:Duties
Duties are assigned daily and include one or more of the following:
- 50-100 Inbound and follow up outbound phone calls to current customer database (no cold calling)
- Process online orders
- Respond to emails
- Verify and attach prescriptions related to customer's orders
- Follow up on pending orders and prescriptions to ensure customer's orders ship
- All other duties as assigned
Skill Set Requirements
- Clear and concise verbal and written communication skills
- Quick typist
- Comfortable with web based tools
- Able to use email and understand the basic functions and options (CC, BCC, etc)
- Able to work in multiple web browser tabs (Chrome or Firefox)
- Able to learn new web tools quickly
- Able to use an instant message (live chat) service
- Able to multi-task
- Able to analyze information and respond
- Self motivated learner
- Positive attitude
- Flexible, engaged team player
- Customer service call center experience
- Help customers "make it work" by troubleshooting clinical and technical customer questions, both before and after the sale (Product training provided)
- Navigate our website, reference our FAQ, and assist customers as needed, to find solutions to product specification and performance questions
- A willingness to come in and help people every day and get up and do it again tomorrow
Our Training Process
Paid training is provided prior to new hires working one on one with customers.
This training process is rigorous and involves learning a large amount of new information in a short amount of time. The team you are joining is made of those who have successfully completed the process.
Training is a time to become familiar with Sleep Apnea and the products that treat it.
Background Checks
We conduct Criminal Background checks and Office of Inspector General fraud checks.
Benefits
Paid Time Off, Retirement, 401k and Healthcare are available after probationary periods have been met with the company.
This is a remote position. A company PC, monitors, keyboard and mouse are provided for remote shifts. A reliable high speed internet connection is required. Due to the medical nature of our business, a wired modem with ethernet cable set up is required. Many wireless modems support this option. Customer Service Representatives work a minimum of 40 hours for full time positions. Shifts worked are a mix of Sunday through Saturday 8AM - 8PM CST.
Monthly performance reviews conducted. Yearly performance reviews are also conducted in which merit raises and bonus opportunities may be available.
All benefits and benefit policies are subject to change.
