What are the responsibilities and job description for the Customer Support Representative position at Pride Mobility Products Corp.?
Hourly Wage: $17.00
DESCRIPTION/JOB SUMMARY
To answer incoming calls and online requests from consumers and coordinate effective follow-up with participating customers (providers) to gain potential sales
RESPONSIBILITIES/DUTIES
•Answer and respond to incoming calls from consumers in a timely manner and communicate information effectively
•Become a Pride and Quantum product subject matter expert in order to identify leads and sales opportunities
•Ask probing questions to gain a thorough understanding of the consumer inquiry
•Generate and respond to leads within 1 business day or sooner by locating qualified providers in the consumer’s location and notify the provider
•Document inbound and outbound calls accurately
•Re-engage and follow up on all leads via outbound calls or email and document outcome via Pride’s Client Relationship Management (CRM) platform
•Utilize talking points, training aids/reference materials, and standard operating procedures to assist in delivering exceptional customer service and direct inquiries appropriately
•Perform basic troubleshooting involving multiple product lines
•Respond to internal and external emails with proper grammar and accurate information
•Ensure all safety and security rules are strictly observed and any accidents, incidents or injuries are promptly reported to management
•Attend the Annual C-TPAT Security Training
•Focus on continuous improvement, and consistently demonstrate good business judgment
•Work effectively with all Pride departments to exceed internal and external expectations
•Pride retains the discretion to modify duties and/or assign other duties as necessary
REQUIRED SKILLS
•Must be a friendly team player, professional, detail-oriented, and honest
•Must be pleasant and professional when speaking to customers and consumers on the phone while utilizing proper English grammar
Must have the ability to:
•Multi-task, problem-solve, and prioritize in a fast-paced working environment with strict deadlines and goals
•Use a headset and be available to answer calls for an average of 7.5 hours per day at a desk
•Multi-task electronically via a multi-system computer platform to retrieve data
•Think critically and be able to identify problems with creative solutions to follow
Must have:
•Relentless drive to achieve advancement and continuous improvement
•Professional and pleasant demeanor, both in person and via phone
•Good typing skills
•Excellent web navigation skills
•Intermediate working knowledge of Microsoft Office Word, Excel, and Outlook
•Excellent presentation, verbal and written communication skills
PREFERRED SKILLS
•Bilingual in English and Spanish (ability to fluently speak/read/write) preferred
REQUIRED EXPERIENCE
•At least 1 year of customer service experience
PREFERRED EXPERIENCE
•At least 1 year of sales experience in a retail, call center or outside sales type role preferred
•At least 1 year of experience in senior/elder care customer service role preferred
•Current or previous successful employment experience with Pride Mobility Products Corporation preferred
REQUIRED EDUCATION
•High School Diploma or GED
REQUIRED QUALIFICATIONS
•Must be legally authorized to work in the United States without sponsorship now, or in the future
DETAILS
•This job description is not intended to be all-inclusive
•In exceptional circumstances, some of the physical requirements of this position may be modified or eliminated as a reasonable accommodation for a person with a disability as defined by the Americans with Disabilities Act
Pride Mobility Products®/Quantum Rehab® is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, physical or mental disability, protected Veteran status, age, or any other characteristic protected by federal, state, or local law.
If you are a person with a disability, a disabled veteran, or require a reasonable accommodation or assistance in completing an application for employment, please contact our human resources department at 1-800-800-8586 x1250.