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

Sigvaris Inc • Peachtree City, GA

8d • Remote

About The Position

Sigvaris is seeking a Customer Care Representative I to join its Customer Service team. Reporting directly to the Supervisor, this role provides customer service by building strong relationships, resolving issues on the first call when possible, and offering creative solutions. The representative listens to and resolves consumer concerns while maintaining relationships among consumers, dealers, and doctors.

The position is flexible remote, with the expectation that the employee can come to the Peachtree City, Georgia facility for training or warehouse assistance. The schedule is Monday through Friday, 10 a.m. to 7 p.m.

The role requires accurate order and return authorization processing, detailed call documentation, familiarity with Sigvaris products and call center software, and effective communication with internal and external customers. The representative also follows company policies and quality-system requirements and may assist with Lean/Kaizen initiatives.

Requirements

• Associate's degree or equivalent work experience in a call center environment.
• More than three years of customer service experience.
• Ability to develop and maintain strong, effective relationships across the organization.
• Demonstrated ability to find solutions outside conventional, defined paths.
• Excellent verbal and written communication skills.
• Excellent computer skills with Windows-based software and Microsoft Office products, including Word, Excel, and Outlook.
• Ability to work in an open office environment with conversation and other noise distractions.
• Ability to sit in front of a computer screen for long hours.
• Ability to work the late shift ending at 7 p.m.

Responsibilities

• Provide positive, friendly, and supportive customer service, including when customers are upset, frustrated, or irate.
• Take ownership of calls and provide timely, accurate problem resolution until the situation is resolved.
• Use effective coping skills in potentially stressful situations.
• Understand and use call center software, including Syspro, Sigvarisonline, Veeva, SNA, Excel, MS Word, Velaro, and MyUPS.
• Enter orders and return authorizations according to established guidelines.
• Maintain a strong understanding of SIGVARIS products, their uses, and medical contraindications.
• Manage call length and determine when an issue should be escalated to a manager.
• Document consumer calls in detail in the feedback database.
• Use sales and marketing techniques during outbound sales-oriented calls.
• Pay close attention to detail and multitask effectively.
• Follow the Company's Attendance and Punctuality policy and uphold SIGVARIS core values and culture.
• Promote positive staff morale and cooperative relationships through open communication across departments.
• Interact with internal and external customers in a timely manner and maintain positive relationships.
• Demonstrate patience, courtesy, tact, flexibility, enthusiasm, and willingness to cooperate with others or provide coverage as needed.
• Communicate effectively, keep supervisors and appropriate management informed of relevant developments, respond promptly to communications, and check and respond to voicemail in a timely manner.
• Present written data accurately and legibly to affected internal and external customers.
• Follow company policies and procedures, industry standards, ISO 13485 standards, 6S and Lean Manufacturing requirements, and applicable federal, state, and local laws.
• Assist with implementation of Lean/Kaizen initiatives or events in the department.
• Follow work instructions and create and maintain accurate records supporting the SIGVARIS Quality System and Quality Policy.
• Perform other assigned duties to support efficient workflow.

Benefits

• Competitive salary
• Medical coverage with Core Plan and High Deductible Plan options
• Health Spending Account for the High Deductible Plan
• Flexible Spending Account
• Dental Plan
• Free life insurance
• Short- and long-term disability coverage
• Voluntary benefits including vision, term life insurance, accident, cancer, and hospital confinement coverage
• 401(k) with company match, dollar for dollar up to the first 5% of employee contributions
• Paid Time Off
• 10 paid holidays per year
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree