Customer Service Representative, Government Affairs

ResMed•Orlando, FL

About The Position

The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer enquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution. The primary objective of Customer Service specialization within Customer Support Job Family is to communicate with customer’s daily either before and/or after a sale, via telephone, email, chat or through other social media platforms, checking in on their therapy status, adherence information and/or to order therapy equipment or supplies.

Requirements

High School Education
Minimum of 1 years of related experience in a customer service / call center environment.
Has broad knowledge of day-to-day operational best practices.
Strong communication skills verbally & written
Possess strong analytical skills
Effective problem-solver who take a great deal of pride and initiative in their work

Responsibilities

Handle customer orders for medical supplies and equipment
Create and/or maintain client account records
Track deadlines and manage tasks in web based tools
Support members of cross functional teams and developing and maintaining positive customer relations which can substantially affect service and/or product revenue(s)
Collaborate with various departments to meet service sales goals
Document all technical and customer-reported problems in ticketing/note system with the nature of support inquiry and resolutions recommended
Provide metrics to the management team as required

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