Customer Support Representative

ZOLL Medical Corporation•Chelmsford, MA

1d•$22 - $30•Onsite

About The Position

Responsible for being 100% available to answer and respond to a high volume of inbound phones calls through the ZOLL Customer Support 800 number. Processing orders by Phone, Fax and Email via the ORACLE database. Provide Customers with detailed, accurate information on status of purchase orders, sales orders, returns, credits, shipping information and navigation through ZOLL web store. Ensure Customers' needs are taken care of within the standards of performance set by management. Interact with various departments regularly to achieve the best results for the Customer.

Requirements

High School Diploma or equivalent
1-2 years solid customer service background, preferably in a Call Center environment
Computer database knowledge
Professional telephone manner and customer focus.
Attention to detail, minimizing customer impacted errors.
Ability to comprehend complex product configurations, handle multifunction tasks and proven follow-up skills.
Ability to effectively communicate (oral and written).
This position requires the ability to learn, retain, and apply complete knowledge of ZOLL Corporate Policies and Procedures and company-wide operation procedures (i.e., Sales Order Flow Procedures, Shipping Procedures, warranty procedures).

Responsibilities

Promptly answer a high volume of phone calls for customers including placing orders, shipping/ tracking information, returns and credits.
Process a high volume of accessory orders via phone, fax, mail, and e-mail.
Provide accurate, professional and responsive customer support to customers and all other personnel within the organization at all levels.
Qualify and execute credit, invoice-only and return authorization requests.
Provide verbal, faxed and email order confirmations upon request by the customer.
Educate and assist Customers in the navigation process of ZOLL's web store.
Actively participate in TEAM meetings.
Work extended hours as needed during fiscal month and quarter end as defined by management.