Customer Care CPAP Guide

US Expediters, LLC • Stafford, TX

1d • Onsite

About The Position

The Customer Care CPAP Guide is a key part of the customer care team, responsible for guiding customers to the right CPAP solutions for their needs. This role blends clear communication and compassion with product expertise to help customers stay compliant with sleep therapy. This is a performance-driven role. The expectation is to support customers on their sleep apnea journey, convert returns to exchanges, complete returns tasks with empathy and efficiency, and deliver a high-quality in person customer experience that builds trust and long-term loyalty. This position also serves as a pipeline for future leadership, with opportunities to take on Team Lead responsibilities based on performance and impact.

Requirements

• 1+ years of customer service or returns/logistics experience, preferably in e-commerce or medical/healthcare products
• Strong attention to detail - accurately applying policy rules (eligibility windows, condition requirements, fee structures) is critical
• Empathetic communicator; many customers are dealing with sleep apnea diagnoses and therapy challenges
• Comfortable using CRM and call center platforms such as Shopify, Gorgias or Aircall
• Strong communication and active listening
• Confidence in handling objections
• Ability to simplify complex information for customers
• Attention to detail with order accuracy and documentation
• Comfort working in a fast-paced, performance-driven environment
• Ability to multitask across systems

Responsibilities

• Process customer requests, communicating order status updates, helping with equipment troubleshooting and support questions
• Guide customers to the best product solutions for their therapy needs, leading with exchange and store credit options to support customer retention and satisfaction
• Review returned items upon receipt and coordinate inspection, ensuring products meet return requirements per cpap.com’s return policies
• Handle warranty and manufacturing defect cases, initiate troubleshooting, issue RMAs, and coordinate with manufacturers for repair or replacement
• Stay sharp on product knowledge, troubleshooting and industry trends to confidently support customers through various support channels such as in person, phone, email and chat.
• Partner with management to continuously improve performance, customer interaction quality, and customer satisfaction

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed