Rep- Customer Service, Kitting (US)

Resonant • Oakwood, GA

22h

About The Position

The Customer Support Specialist provides exceptional service and support to clients, resolving inquiries and issues efficiently and professionally. The role serves as a primary point of contact and contributes to customer satisfaction and loyalty. Responsibilities include responding to customers through phone, email, and chat; documenting interactions in the CRM system; coordinating with internal teams to address complex issues; and processing orders, returns, and exchanges. The specialist also provides clear instructions, identifies recurring issues for escalation and process improvement, maintains product knowledge, helps improve support resources and FAQs, and follows company policies, including data privacy and confidentiality.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in a customer service or support role, preferably in a healthcare or medical supply environment.
• Excellent verbal and written communication skills and a professional, empathetic demeanor.
• Proficiency with CRM software and Microsoft Office Suite, including Word, Excel, and Outlook.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to handle difficult customer situations with patience and tact.

Nice To Haves

• Associate's or Bachelor's degree.
• Experience with order processing and logistics.
• Bilingual English/Spanish.

Responsibilities

• Respond promptly and accurately to customer inquiries via phone, email, and chat about product information, order status, technical issues, and general support.
• Document customer interactions, issues, and resolutions in the CRM system.
• Collaborate with Sales, Logistics, Technical Support, and other internal teams to escalate and resolve complex customer problems.
• Process orders, returns, and exchanges according to company policies and procedures.
• Provide clear and concise instructions and solutions to customers.
• Identify and escalate recurring customer issues or trends to management for process improvement.
• Maintain product knowledge and stay updated on new offerings and services.
• Contribute to the development and improvement of customer support resources and FAQs.
• Follow company policies and procedures, including data privacy and confidentiality.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED