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SalaryFor over four-decades, North Coast Medical (NCM) has established itself as a global leader in the Occupational, Physical and Hand Therapy markets. We design, manufacture and distribute a broad range of industry-leading product lines. NCM’s four functional divisions services the needs domestic healthcare providers, consumers, dealers and international distributors. We are still family-owned, and our founders’ original core values of providing opportunities for customers and employees alike remain. Our team of diverse people, unwaveringly committed to excellence in product development, procurement, delivery and Customer Service. We value the talents and abilities our employees bring to this company and we believe they are an integral part of what makes us competitive and successful. We don’t just accept difference – we celebrate it, we support it and we thrive on it for the benefits of our employees, our products and our community. We are proud to be an equal opportunity workplace.
NCM offers:
- Competitive salaries
- Excellent benefits (e.g. Medical / Dental / Vision / Life Insurance, PTO, 401k Match, Employee Assistance Program)
- And the opportunity to work from home
North Coast Medical is looking for a Customer Service Representative. This position is remote. This individual will report to the Customer Service Manager. See more details below!
Hours:Monday-Friday, 7:30am-4:00pm PST (possibility of overtime)
Compensation: $26-$30/hr
Position Summary Overview: Responsible for all aspects of Customer Service order taking and processing. Field and document complaints, shipment errors, general billing questions and other inquiries. Assure customer satisfaction.
Essential Functions and Position Responsibilities:
Inbound Call Response
- Efficiently handle customer telephone order taking and processing activities
- Facilitate new customer accounts into company ERP database following company policies and guidelines
- Process customer return authorizations and credit documentation
- Maintain telephone availability standards
Inbound Chat Response
- Efficiently handle customer chat inquiries and activities
- Demonstrate the ability to handle multiple chats simultaneously
Eskers ERP Order Data Entry
- Efficiently enter customer orders using company’s Eskers ERP processing platform
- Maintain or exceed established productivity standards
Customer Satisfaction
- Effectively resolve customer issues following established guidelines
- Consistently show professionalism and diplomacy to assure customer satisfaction
- Effectively escalate customer situations when unable to achieve resolution
Teamwork and Dependability
- Demonstrate the ability to work effectively with other team members and colleagues
- Maintain a professional image and decorum at all times
- Meet established attendance guidelines
- Demonstrate attentiveness and comprehensions at all seminars and product trainings
- Advocate service delivery system improvements
- Perform other duties as assigned
Requirements and Qualifications:
- Associate or Bachelor’s Degree
- 2 or more years of Customer Service Experience is preferred
- Experience working in a Call Center environment is required
- Experience in using computer and specialized software applications
- Proficiency in Microsoft Office Programs including Excel, Word and Outlook
- Experience in Common Office Machinery and Equipment
- Willingness and ability to work overtime when needed
Physical Requirements and Work Environment:
- The work involves sedentary to light work in a home office setting
- Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse for extended periods of time
- High speed internet connection with full video conferencing capacity and bandwidth for VPN access
