Job Details
**Position:**
Customer Care Representative
**Reports to Title:**
Supervisor/Manager, Customer Care
**Department/Division:**
Customer Care
**Primary Work Location:**
Bloomington, MN
**Job Code/Classification**
Non-Exempt
**Revision Date:**
January 2020
**Position Overview**
The Customer Care Representative is the first point of contact for telephone calls, faxes, and emails. Representative provides exceptional internal and external customer service by performing the following duties.
In addition, will be the subject matter expert for online platforms such as; ReSoundPro (e-commerce), GN Online Services, providing guidance and solutions to ReSound customers.
**Essential Functions**
* Shall have the ability to analyze complex problems and recommend, monitor and execute best practice solutions.
* Handles customer inquiries regarding order status and delivery dates, product warranty status, product options and specifications, dispenser referrals, etc.
* Fulfill stock product and accessory orders.
* Collaborates with Sales personnel by proactively contacting customers to discuss and resolve sales and service issues.
* Utilizes salesforce.com to document customer interactions, file and distribute customer complaints to appropriate departments and provide feedback to the customer regarding process improvements made and/or service action taken.
* Researches and resolves issues regarding mis-shipments, finance matters, and history of devices.
* Provides internal customer service support for manufacturing facility by contacting customers for
order clarification, communicating necessary changes made to custom orders, and follow-up regarding commitments made regarding product delivery.
* Performs special projects as assigned.
* Provide support for online platforms such as; ReSoundPro (e-commerce), and GN Online Services.
* Actively pursue opportunities for Continuous Improvement and implementation.
* Other duties as assigned.
**Competencies**
* Excellent telephone etiquette including exceptional professionalism, compassion, and problem resolution skills.
* Strong communication skills both verbal and written.
* Strong organizational skills
* Ability to work in a fast paced, multi-tasking environment
* Computer skills
**Desired Qualifications**
**Required Education:**
* High school diploma or equivalent required.
**Experience:**
* Individual should have basic computer skills and be willing to learn to work with current ERP system, Microsoft Office business applications and Salesforce.com
* Previous MS Office experience preferred
Ability to effectively communicate information and respond to questions from internal and external customers both verbally and via email.
**Travel:**
* 5-10% based on opportunity and need
**Other:**
* Follow the HR policy including all company and department policies and procedures.
* Meet all performance and behavior expectations outlined in the company performance appraisal and / or communicated by management.
* Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
* Follow good safety practices in all activities.
* Establish and maintain positive and productive work relationships with all staff, customers and business partners.
* Demonstrate the behavioral and technical competencies necessary to effectively complete position responsibilities. Take personal initiative for technical and professional development.
* Safeguard sensitive and confidential Company information.
* Collaborate with Sales personnels to establish monthly territory team meetings.
* Strong grammatical writing skills and proof-reading ability in written communication.
**Other Information**
**Direct reports:**
Supervisor/Manager of Customer Care
**Indirect reports:**
Trainer of Customer Care
**Working Environment:**
Open office setting with adjustable standing/sitting office furnishings
**Physical Demands:**
Must be able to lift up-to 10lbs if required
**Position Type and Expected Hours of Work:**
Full-time Monday-Friday, 40 hours per week, plus overtime as needed.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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