Customer Care Specialist I

Laerdal Medical•Wappingers Falls, NY

11d•Hybrid

About The Position

The Customer Care Specialist – Tier 1 plays a critical role as the first point of contact for both internal and external customers. In this role, you ensure a positive experience by responding promptly, accurately, and empathetically to inquiries while delivering solutions that support each step of the customer journey. You will guide customers from initial contact through resolution, ensuring closed‑loop communication, proactive follow‑up, and clear documentation—helping customers feel supported, informed, and confident in Laerdal’s products and services. This position directly contributes to upholding Laerdal’s values by creating meaningful, high‑quality interactions that build trust and long-term satisfaction.

Requirements

Minimum of 2 years of customer service, help desk, or related support experience
Willingness to work flexible hours between 8:00 a.m. and 8:00 p.m., including occasional evenings, weekends, and overtime as needed.
Strong written and verbal communication skills.
Proficiency with Microsoft Office, databases, internet applications, and software troubleshooting.
Strong analytical and problem-solving skills with the ability to identify and resolve customer issues.
Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
Strong organizational and time management skills with a proactive approach to work.
Customer-focused mindset with a commitment to delivering exceptional service.
Ability to work independently and develop creative solutions to complex issues.
Working knowledge of customer service, order entry, case management, and customer support processes.

Nice To Haves

bachelor's degree preferred

Responsibilities

Respond to customer inquiries via phone, email, chat, and other channels.
Troubleshoot and resolve customer issues, escalating complex concerns as needed.
Provide timely updates and ensure successful issue resolution and follow-up.
Educate customers on product features, usage, and benefits.
Document customer interactions, cases, and resolutions in Salesforce.
Maintain accurate records, including medical device case documentation in accordance with company policies and FDA requirements.
Track trends, identify recurring issues, and escalate concerns appropriately.
Develop and maintain knowledge of Laerdal products and services.
Provide accurate information and support across Customer Service categories, including Therapy Products.
Participate in training and professional development activities to enhance product expertise and customer service skills.
Deliver exceptional customer service through clear, professional, and empathetic communication.
Adhere to established service standards, protocols, and quality requirements.
Meet or exceed customer satisfaction, response time, and resolution performance metrics.
Partner with Sales, Technical Support, Logistics, and other internal teams to resolve customer issues.
Communicate relevant customer feedback, trends, and concerns to leadership and stakeholders.
Participate in meetings and support initiatives that improve customer outcomes.
Provide feedback on processes, tools, and procedures to improve efficiency and service quality.
Adapt to changing business needs, priorities, and customer requirements.
Contribute to ongoing efforts to enhance the customer experience and operational effectiveness.