Customer Solutions Specialist

Drive Medical • Port Washington, NY

5d • $19 - $21

About The Position

Drive Medical is a leading manufacturer of medical products, with a diverse product portfolio and global operating scale. Its products are sold through homecare, long-term care, retail, and e-commerce channels in more than 100 countries. The company’s stated mission is “Leading the World with Innovative Healthcare Solutions that Enhance Lives.”

The Customer Solutions Specialist provides customers with an effortless experience in a fast-paced phone environment. The role provides product information, places orders, and finds solutions for customers and sales representatives in the United States and Canada. Specialists may develop knowledge across department functions and work cross-functionally to meet business needs.

The position generally works Monday through Friday between 9:00 a.m. and 6:00 p.m. Eastern Time, with flexible hours. The role reports to the Customer Solutions Supervisor/Manager. The advertised pay range is $19.00 to $21.00 per hour; actual pay may vary based on factors such as experience, specialization, education, and company requirements. The position is not eligible for employment-based visa sponsorship; candidates must be authorized to work in the United States without current or future company sponsorship.

Requirements

• High school diploma or equivalent.
• Excellent communication and problem-resolution skills.
• Excellent computer skills, including knowledge of Microsoft systems.
• Ability to learn quickly, think on one’s feet, and find innovative solutions.
• Empathy, patience, and listening skills.
• Ability to work flexible hours, generally Monday through Friday between 9:00 a.m. and 6:00 p.m. Eastern Time.
• Authorization to work in the United States without current or future employment-based visa sponsorship from the company.

Nice To Haves

• Prior customer-facing experience.
• Customer service experience.
• SAP experience.
• Career-minded outlook.

Responsibilities

• Resolve customer and sales representative inquiries; explain product features, provide quotes, process orders and returns, and assist with customer service needs in the United States and Canada.
• Document complaints according to quality guidelines and respond to Post Market Surveillance requests in a timely manner.
• Handle inbound and outbound phone communications in a helpful, professional, and courteous manner.
• Resolve customer inquiries and issues accurately and efficiently.
• Develop product knowledge to offer additional accessories and recommend substitute products when items are back ordered.
• Accurately enter and process orders received by phone.
• Provide product availability information and manage customer back orders as needed.
• Support the sales team with daily service needs.
• Follow up as needed to ensure accuracy and an effortless customer experience.
• Provide telephone assistance with product assembly and parts inquiries.
• Use systems and technology to handle high volumes of inquiries and become proficient in current and future systems.
• Consistently achieve performance goals and established KPIs.
• Maintain an A/B-average scorecard to be considered for promotion.

Benefits

• Competitive benefits
• Paid time off
• 401(k) savings plan

What This Job Offers

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