Customer Service Specialist

Customer Service Specialist — San Rafael, California, USA

I. Position Summary:
This Customer Service Specialist position is an opportunity for an intelligent, positive, responsible person with high initiative, strong written and verbal communication skills, meticulous attention to detail and can wear multiple hats to have a positive impact with all our customers. Someone who enjoys working with customers, is good at troubleshooting, goes above and beyond, has a pleasant and friendly style as well as having an intimate knowledge of the customer’s needs with empathy for the customer’s situation.
II. Essential Job Functions/Responsibilities:

• Facilitate customers through the organization – “One Face to the Customer.”
• Provide all needed response and communication directly to the customer either via own knowledge base or obtained from other pertinent support areas
• Manage and update the complaint database according to Ekso Bionics quality management process
• Manage and communicate to customers on expectations, needs, problems, and updates on product availability, special requests and new developments
• Document all activities involving customers in the CRM system
• Ability to handle high volume of telephone and email communication
• Frequent customer contact with production plants and to coordinate scheduling, order fulfillment, pricing and delivery
• Research and confirm results to customer inquiries that may include: expediting, billing problems, change order requests, quality, engineering and compliance issues
• Processing customer orders, returns, and requests in a highly technical environment
• Assist multiple departments with various requests

III. Position Skills / Requirements:

• Bachelor’s Degree preferred or equivalent experience
• 2-3 years’ experience as a customer service representative
• Dependable with strong organizational skills and detail oriented perspective
• Ability to work extended hours/ shifts as needed and able to keep scheduled hours
• Proficient in: MS Outlook, Word, Excel, Power Point- knowledge of Salesforce.com a plus
• Pleasant phone demeanor and solid communication skills in both written and in speech
• Good at troubleshooting and problem solving, and analytical in nature
• Results oriented, focused and assertive in meeting commitments
• Ability to work independently and as part of a team
• Entrepreneurial, driven by a new challenge
• Self-motivated, energetic and tenacious
• Flexible and responsive to changing situations
• Handle pressure-filled situations in a professional and customer friendly manner
• Ability to prioritize, multi-task and work in a task oriented environment
• Handles issues in the best interest of both customer and company
• Able to suggest improvements to the various communications & processes (e.g., website, FAQ, etc.)

IV. Company Benefits:

• Ekso Bionics offers Medical, Dental, Vision, 401K plan, plus a bonus program.

V. How to Apply:

• To apply, please send your resume and cover letter to HR@eksobionics.com

Job Type: Full-time