Customer Service Representative
Aeroflow Health•Hoover, AL
•Onsite
About The Position
Aeroflow Sleep is growing rapidly, and we are on the lookout for a goal-oriented, highly motivated addition to our Customer Service team. Joining this team would mean becoming a valued part of an innovative company committed to making a lasting impact on the industry and our community.
Requirements
- 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/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
- Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies.
- Compliance is a condition of employment and is considered an element of job performance
- Maintain HIPAA/patient confidentiality
- Regular and reliable attendance as assigned by your schedule
- Other job duties assigned
Benefits
- Competitive Pay
- Health Plans with FSA or HSA options
- Dental, and Vision Insurance
- Optional Life Insurance
- 401K with Company Match
- 12 weeks of parental leave for birthing parent
- 4 weeks leave for non-birthing parent(s)
- Additional Parental benefits to include fertility stipends, free diapers, breast pump
- Paid Holidays
- PTO Accrual from day one
- Employee Assistance Programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
