Customer Service Representative - Ecommerce

Aeroflow Health•Hoover, AL

8h•Onsite

About The Position

Aeroflow Sleep is rapidly expanding and is seeking a highly motivated, goal-oriented individual to join its Customer Service team. This role offers the opportunity to become a valued part of an innovative company dedicated to making a significant impact on the industry and community. The primary objective of an Aeroflow Sleep E-Commerce Customer Service Representative is to deliver best-in-class customer service, guiding CPAP users through the process of understanding and ordering necessary supplies for their sleep therapy.

Requirements

Excellent customer service skills
Excellent customer service skills that can be utilized across a multitude of communication methods, including email, chat, phone, and fax communications
Strong technological experience and ability to learn new software efficiently
Analytical approach to problem-solving with exceptional skills in working independently to find solutions and mitigate customer abrasion
Proficient experience of computer understanding and software applications, such as Google Suites, Microsoft Office, Zoom, and other programs
Ability and willingness to learn internal Aeroflow programs and SOPs required for the role
Strength in organization and time management with ability to work autonomously in an effective manner
Compassionate, empathetic, and patient approach to all interactions
Efficient communication, both internally, cross-departmentally, and with customers
Capability in meeting both individual and team KPI goals
Strength and willingness to contribute to a team environment
Ability to effectively learn product details of the full ecommerce product catalog, with motivation to expand knowledge of products and industry as needed
Adherence to all attendance and timeliness expectations and regulations, as required for business needs and to meet overall Aeroflow company policies
High school diploma or GED
1+ year experience in a customer service-related field

Responsibilities

Providing compassionate and empathetic care to CPAP users through phone, chat, and email support
Serving as a liaison between medical offices, testing facilities, and other CPAP dealers to obtain required documentation
Effectively and accurately communicating information that customers need to place correct and appropriate orders
Utilizing multiple computer programs and software simultaneously to track documentation and provide accurate and efficient customer service
Respectfully contributing to a positive team culture and environment
Providing basic supply/equipment troubleshooting assistance to ensure each customer has the best possible chance at successful therapy
Partnering with other teams, within Aeroflow Sleep, to achieve a cohesive team atmosphere and better service for our customers
Meeting team and individual KPIs, metric goals, and performance expectations. These include, but are not limited to: phone and chat support handle time and quantity, successful customer assistance via all communication attendance, timeliness, and participation
Maintaining individual responsibility for knowledge of and compliance with laws, regulations, and policies
Maintaining HIPAA/patient confidentiality
Regular and reliable attendance as assigned by your schedule
Other job duties assigned