Customer Service

$45,000 - $45,000/Yr

Lucent Surgical Support Systems - Wixom, MI

Full-time - Entry Level

Wixom, MI

About the position

LUCENT Surgical Solutions is seeking a dedicated Customer Service Representative to enhance their commitment to providing reliable and high-quality customer service. This role involves direct interaction with clients, managing customer service challenges, and contributing to the overall operational performance of the customer service department. The position is essential for supporting the company's growth and ensuring customer satisfaction through effective communication and problem-solving.

Responsibilities

• Interface directly with clients and provide timely solutions to questions, concerns, or feedback received.
• Anticipate and resolve team and customer service challenges.
• Manage the customer service department budget.
• Maximize customer operational performance by providing help desk resources and technical advice.
• Contribute customer service information and recommendations to leadership.
• Develop, implement, and enforce customer service focused standards, procedures, and policies.
• Maintain and update changes in account profiles.
• Record, organize, and file customer interactions.
• Research strategies to further improve the quality of service.
• Maintain contact and solicit customer feedback to improve the customer experience.
• Maintain a strong knowledge of the customer environment to better understand their needs.
• Pursue self-improvement by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
• Maintain a professional workspace and workflow.
• Provide additional upskilling or learning opportunities for team members.
• Manage patient communication process for equipment returns.
• Understand and leverage in-house software.

Requirements

• Patience, compassion, and empathy.
• A passion for customer satisfaction.
• Creative problem solver that can concentrate on multiple problems at once.
• Self-motivated and self-directed.
• Ability to maintain customer confidentiality.
• Ability to work collaboratively.
• Ability to meet and exceed customer needs.
• Ability to multitask, prioritize, and manage time efficiently.
• Excellent time management and prioritization skills.
• Excellent verbal and written communication skills.
• Excellent at communicating over the phone and handling phone systems.
• Strong decision-making skills.
• Strong organizational skills.
• Strong understanding of customer service software.

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance