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Invacare Australia - Elyria, OH
posted 3 days ago
About the position
The position involves providing phone support for dealers and internal customers, handling various customer transactions including quote and order processing, inquiry calls, credit requests, freight quotes, and problem identification and resolution. The role requires processing orders and quote requests for parts, stock, and configured products, while developing knowledge to effectively support the entire breadth of the product offering. The representative will attract potential sales by suggesting information about other products and services, clarifying customer issues, and interacting with internal departments to resolve customer issues. Additional responsibilities include processing Return Material Authorizations, assisting in training new Customer Service Representative candidates, and participating in assigned projects.
Responsibilities
- Provide phone support for dealers and internal customers.
- Handle external and internal customer transactions, including quote and order processing, inquiry calls, credit requests, freight quotes, and problem identification and resolution.
- Process orders and quote requests for parts, stock, and configured products.
- Develop and possess knowledge to effectively support the entire breadth of product offering.
- Attract potential sales by suggesting information about other products and services.
- Clarify customer issues using probing questions and initiate containment and corrective actions.
- Interact with internal departments including Production, Technical Support, and Marketing to resolve customer issues.
- Provide support to department representatives with escalated customer issues.
- Process Return Material Authorizations and call tags in accordance with the Service Policy.
- Develop and display solid computer navigation skills.
- Assist in training of new Customer Service Representative candidates.
- Coordinate daily open/close of department with Customer Service Manager.
- Participate in projects as assigned.
- Complete all required training applicable to assigned position.
- Exhibit positivity, flexibility, creativity, and a willingness to take on new responsibilities.
Requirements
- High School diploma; Associates degree preferred.
- 5 years of customer service experience; contact center experience preferred.
- Excellent listening skills and superior verbal and written communication skills.
- Excellent problem solving, organizational, and time management skills.
- Ability to prioritize and work on multiple activities simultaneously.
- Professional call management techniques and ability to remain calm and solution-focused.
- Well-developed keyboarding and personal computer skills.
- Ability to work various hours or shifts between 6:00 a.m. and 5:00 p.m. PST.
