Domestic Customer Service Representative

Domestic Customer Service Representative

Charlottesville, VA 22911

SUMMARY:

• Is responsible for proactive and reactive activities pertaining to domestic orders, repairs and credit returns, establishing new accounts, and responding to a wide range of inquiries from both customers and sales representatives

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Participates and makes recommendations regarding departmental quarterly plans and performs all essential duties and responsibilities within the company's mission, vision and values
• Enters and follows up on customer orders, and demo/sample/label requests from sales force to ensure expedient delivery
• Handles all service requests, providing loaners as needed
• Assists customers and sales representatives with returns for credit of MicroAire product
• Is responsible for researching applicable information and entering data to properly establish new customer accounts
• Educates customers and sales force on proper cleaning and sterilization techniques of MicroAire instrumentation and disposables, as well as pertinent information regarding installation and usage
• Cross references competitive products to similar MicroAire equipment or disposables
• Handles various inquiries including (but not limited to) pricing, GPO affiliation, package tracking, product material content, Medicare/Medicaid reimbursement, and financing options
• Processes insurance certificate requests
• Processes sales leads based on market group and customer location
• Assists Accounts Receivable group in researching unpaid or short paid invoices
• Establishes access to the proprietary section of the MicroAire web site, and trains customer and sales representatives in navigating the site
• Performs any other tasks as needed or assigned

EDUCATION & EXPERIENCE:

• Education: High School diploma or GED; college experience or degree a plus
• Experience: Minimum of two years prior customer service experience required, preferably in an active call center environment

JOB KNOWLEDGE, SKILLS & ABILITIES:

• Good customer service skills
• Proficient in MS Excel, Word and Outlook
• Ability to multi-task while staying focused under pressure
• Must be detail-oriented, possess strong organizational skills and maintain a low error rating
• Requires excellent written communication skills
• Must have the ability to handle difficult situations, while maintaining or exceeding customer expectations

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

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