Customer Service Representative

Position: Customer Service Representative ("CSR")

Customer Service Representative (“CSR”) in charge of all verbal, written and digital communication with customers or potential customers regarding the purchase, performance, maintenance, training, service and/or status of their Theralase medical laser system (“Product”) or with patients in the delivery of healthcare services. 

Reports to: Director of Clinical Education, Training and Customer Support 

Duties and Responsibilities:

  • Verbal, written or digital communication with customers or potential customers regarding the purchase, performance, maintenance, training, service and/or status of their Product or with patients in the delivery of healthcare services 
  • Document the interaction with the customer through the completion of a Customer Service Inquiry (“CSI”) 
  • Forward the CSI to the responsible department and track the timely closure of the CSI with that department 
  • If a Product needs to be returned to the Company, track and coordinate the return and timely service of the Product with the customer through the Request For Analysis (“RFA”) process and schedule the timely service of the Product with the production department 
  • Ship, track and follow up with the customer to inform them of the status of their CSI and the anticipated delivery date of new, serviced, trial or demonstration Products 
  • Coordinate the timely service of Products and resolution of issues to track and increase the Customer Overall Satisfaction Index (“COSI”) in the use of the Products 
  • Answer all incoming calls and general e-mails and forward to the appropriate department for resolution 
  • Compile shipping documentation (Shipping information, commercial invoice, waybill, importation documentation, etc.) and schedule courier to ship Products to customers and track their timely receipt by the customer 
  • Meet with the marketing, sales, production and engineering department, as well as senior management, to understand, compile and update Frequently Asked Questions (“FAQs”) of customers, in order to accurately, succinctly and in a timely manner address their CSI for the purchase, maintenance, training, service and/or status of their Product 
  • Work with the marketing department to optimize the web site from a customer perspective providing additional information, FAQs and webchat access, on-line to enhance the customer’s ability to quickly and effectively resolve their concerns, prior to contacting the CSR 
  • Provide the FAQ documentation monthly to marketing for them to update the corporate website 
  • Manage and close-out CSIs professionally, accurately and in a timely fashion to resolve a customer’s concerns and increase the customer’s COSI 
  • Manage all customer telephone, e-mail or web inquiries, promptly, competently and professionally and work with the appropriate department for timely resolution of their concerns 
  • Provide a weekly report to their direct manager as to status, any outstanding issues and assistance required to resolve a customer’s concerns and increase the customer’s COSI 
  • Pleasant, engaging, calm, clear and concise phone voice, in the English language with excellent oral, written, digital and presentation communication skills to resolve CSIs 
  • Manage Customer Relationship Management (“CRM”) database and the timely distribution of customer sales inquiries to the appropriate Territory Sales Manager (“TSM”) or National Sales Manager (“NSM”) 
  • Implement customer service’s strategic objectives of scheduling and shipping new Product to customers within 24 hours and service Product to customers within 48 hours, after customer approval 
  • Quickly learn on the job, at first working directly with the responsible departments in the resolution of the CSIs, but then as their knowledge base grows, building an on-line FAQ searchable database (in conjunction with the marketing and production department) to allow quick and accurate resolution of CSIs, while providing pertinent information to the responsible departments 
  • Place outgoing calls to all new customers within fourty-eight (48) hours of receipt of their new Product to assess their satisfaction with the Product and maintain contact them to ensure a high COSI 
  • Place outgoing calls to all current customers to assess their satisfaction with the Product and to refer any upsells to the sales department or CSIs to the production and finance department for resolution 
  • Complete a customer service questionnaire in conjunction with any new or current customer verbally or digitally to rate the COSI of the customer and their satisfaction with the Product 
  • Tabulate these COSIs / concerns and present the information with a detailed and well thought out solution on how to best resolve them to their direct manager for review and implementation on a weekly basis 
  • Firm understanding of CRM software to allow correct entry of CSIs into the appropriate customer record for appropriate tracking, follow-up, successful and timely closure 
  • Track all loaner Product sent to customers to address customer Product issues and their timely return to the Company 
  • Manage and coordinate clinic activities, including: scheduling, confirming and following-up on patient appointments; utilizing a patient management system to track all appointments and payments; maintaining a patient file system in accordance with standards for regulated health professionals and privacy laws 
  • Assisting the Director of Clinical Education, Training and Customer Support with any research-related clinical activities, including: recruitment, enrollment, scheduling and follow-up. 

Skills and Qualifications Required: 

  • Ability to achieve and/or surpass Customer Service Representative (“CSR”) strategic objectives, by significantly increasing the COSI in the use of the Products, professionally, accurately and in a timely fashion resolving CSIs, scheduling the service of Products, general reception, patient coordination, shipping and tracking of Products 
  • University bachelor level education 
  • 5+ years of documented work experience as a CSR 
  • Demonstrated ability to manage and close-out CSIs professionally, accurately and in a timely fashion to resolve a customer’s concerns and increase the Company’s overall COSI rating 
  • Computer literate in Microsoft Office environment (Word, Excel, Power Point, Outlook) 
  • Excellent oral, written, digital and presentation communication skills in the English language, with a demonstrated ability to present clear and concise information in digital, oral and written presentations 
  • Pleasant in demeanor and able to quickly pacify a disgruntled customer, resolving their concerns quickly and efficiently and winning them over as a satisfied customer 
  • Self-disciplined, self-motivated, hardworking and professional in demeanor 
  • Team player with a proven ability to build positive relationships at all levels of an organization 
  • Polished individual who remains calm and focused under pressure 
  • Enthusiastic and energetic in the completion of their assigned tasks 
  • Organized individual with the ability to prioritize in a multi-tasking environment with excellent attention to detail and accuracy 
  • Thrive in a high-energy, multi-discipline, oriented environment 
  • Self-disciplined, self-motivated and professional in all aspects of the job 
  • Able to meet deadlines and deliver results 
  • Self-starter with the ability to work independently under minimal supervision 
  • Strong personnel skills with proven ability to overcome objections and achieve objectives 
  • Demonstrated resilience, passion and commitment to deliver 
  • Enjoy working in a challenging and fast growth environment 
  • Positive, “Can-Do” attitude and strong belief in personal accountability 
  • Proactive interest and motivation in pursuing continual learning and self-development 
  • Strive to constantly improve and develop skills both personally and in assisting their colleagues to do the same 

Compensation:

$40,000 to $50,000 base, commensurate with experience + performance bonus + employee benefits (after 3 months) + stock options, subject to board of director approval. 

Theralase® is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Theralase® is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

 

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