Now Hiring - Surgically Clean Air - Customer Care Specialist in Tampa, FL

Full description of the position

Summary of Role We are seeking a friendly, confident, and outgoing individual who has a passion for helping others and a knack for understanding and communicating about technical equipment. As a team member of Surgically Clean Air, you will become a clean air specialist with an intimate understanding of our air purification products. Your duties will include responding to inbound phone calls and emails, assisting our clients with product and order support, account maintenance, and troubleshooting any issues that our clients may face. You will advise clients on product knowledge, product operation, account details, and technical support; provide quotes and assistance in purchasing ancillary products; answer questions and resolve problems with accuracy and efficiency. You will provide effective and professional support to clients, sales reps, and the internal team. As a Customer Service Specialist, it is crucial that you are an empathetic and active listener, a proactive problem solver, and comfortable speaking about technical equipment as you will be assisting clients with troubleshooting technical issues, facilitating repairs and the purchase of replacement parts. This role also requires an organized individual who keeps efficient records and maintains good data hygiene. We are a customer-focused company and customer service is our top priority. We are looking for a quick-thinking team player with a cheerful personality who can successfully manage our customer's experience and help to strengthen the Surgically Clean Air brand. This is not your run of the mill customer service position! Responsibilities * Receives and responds to incoming phone calls, emails and contact forms. Transferring inbound calls to appropriate departments when needed * Identifies and assesses customer needs * Handles all customer issues, provides appropriate solutions and alternatives within a reasonable timeframe * Provides accurate, valid, and complete information by using the right methods and tools * Connects clients with appropriate internal teams or liaises between the client and internal teams * Liaises between departments with effective problem-solving skills * Follows communication procedures, guidelines, and policies * Adapts and adheres to changes in policy and communicates policies both internally and externally * Builds sustainable relationships and trust with customer accounts through open and interactive communication * Follows up with clients and reps to ensure resolution and satisfaction * Engages new clients to ensure familiarity and satisfaction with products * Keeps records of customer interactions, updates customer accounts and files documents within CRM * Reviews and updates client data to ensure accuracy of CRM * Continually reviews and improves upon processes and product knowledge * Generates quotes and processes new orders via Salesforce * Generates replacement orders for warranty items via Sage 300 * Requests Credit Notes and refunds for returned items * Troubleshoots technical issues via video call, phone and email and advises on next steps when troubleshooting is unsuccessful * Advises clients on repair processes and coordinates equipment repairs with 3PL and service technicians * Tracks lost items, over-shipments, incomplete orders and communicates to RMA manager, 3PL and Operations * Creates shipments and schedules pickups via online shipping platforms * Contacts couriers regarding mis-shipments, lost and damaged items and disputes any over-charges at request of RMA manager Requirements * Proven customer support experience or experience as a Client Service Representative focused on product support and end-user issues * Become proficient with the details of our products and how they work to assist in helping customers with issues operating or component issues. Also assists customers with ancillary product lines (replaceable parts) to be more equipped to assist customers with their needs * Active listening skills, excellent attention to detail and problem-solving skills to resolve customer experiences and issues effectively and courteously * Excellent written and oral communication skills * Ability to draft new emails in addition to utilizing scripts as appropriate * Proficient with Microsoft Office, Word, and Excel * Experience with Sage300 and Salesforce preferred * Ability to work independently and as part of a team * Customer orientation and ability to adapt/respond to different situations and people * Ability to multi-task, prioritize, and manage time effectively Job Type: Full-time Pay: $22.00 - $25.00 per hour Expected hours: 40 per week Benefits: * Dental insurance * Health insurance * Paid time off * Vision insurance Shift: * Day shift Work Location: In person