Customer Care Representative

PARI Respiratory Equipment, Inc. a world leader in aerosol therapy devices is looking for a Customer Care Representative who is looking to take their professional career to the next level! PARI products are high quality, well-respected medical devices used for patients with asthma and other respiratory diseases. Our employees enjoy being active participants in the following types of civic-minded activities:


• The American Lung Association’s Asthma Walk

• The Cystic Fibrosis Foundation Great Strides Walkathon

• Sponsoring needy families via canned food drives during the holiday season


PARI is also proud to offer a comprehensive benefits package to include day one coverage for medical and dental, as well as a generous paid time off and retirement savings plan. We were a recent recipient of the prestigious honor in being named one of The Principal 10 Best Companies for Employee Financial Security, which reflects our continued commitment that happy employees equal happy customers!


As a result, PARI’s winning benefits strategies were featured in The Principal 10 Best Companies: A Guide to Best Practices in Employee Benefits. What Your Company Can Learn From The Principal 10 Best Companies for Employee Financial Security. Today PARI continues to serve as a role model for other companies that want to compare themselves to the best in employment practices while learning new cost effective ways to boost both morale and promote progressive benefits offerings. Please visit www.PARI.com to learn more about what makes us unique.



If being a part of our innovative culture sounds appealing, and you are a dynamic, customer-oriented professional, we may have just the opportunity for you!

 

Role of this position:

 

The Customer Care Representative will primarily be the first point of contact for external and internal customers. This position will ensure a positive image for PARI to dealers and physicians by overseeing product support and delivering a premium level of service.

 

 

Duties and Responsibilities:

 Responsible for customer sales in cooperation with field sales representatives. Act as the primary interface between customer/ vendor and other internal departments as necessaryRespond to a high volume of inbound customer inquiries, complaints and order requests via telephone calls, email and fax correspondence.Maintain customer files and manage credit card process for debits and credits.Accurately process customer orders, Returned Goods Authorizations (RGA’s) and inquiries. Expedite delivery of products when necessary.Daily management of open pick tickets Coordinate with Customer Care Manager, shipping departments and TMI to ensure order fulfillment.Follow SOP's. Assist with improvements and developments as the program increases in volume/frequency.Demonstrate PARI’s commitment to world class customer service by following up on calls in a timely manner and ensuring superior results.Display a commitment to quality by following required procedures and practices, taking all appropriate measures to ensure quality and searching for opportunities for continuous improvementExamine trends and initiate improvements in order and inquiry satisfaction.Provide back up support to other members of Customer Care.Work with Customer Care team to satisfy all customer needs, improve call center performance and achieve departmental goals.

 

Knowledge Required:

 In depth knowledge of Call Center/Service Center processes.Knowledge of how to communicate value-added features and benefits to customers.Hands on knowledge of SAP and/ or CRM (Customer Relationship Management).

 



Skills Required:

 Facilitating problem resolution. Offering solutions through providing information on PARI’s products and services.Excellent analytical, communication (written and oral), and interpersonal skills required.Solid organizational/planning skills requiredProfessional telephone etiquetteBilingual skills- English/ Spanish preferred.

 

Abilities Required:

 Must be able to work in a dynamic, fast-paced environment requiring a high degree of multitaskingAble to display a quality mind-set and work habits.Demonstrated ability to follow simple and complex work instructionsAbility to actively listen to instructions and perform tasks with minimal supervisionProven ability to solve non-routine product, pricing and shipping issues as they relate to current products and customers.Self reliant in problem solving, but able to work as a team member on issues involving different departments.



 

Behaviors Required:

 A collaborative, upbeat work ethic.Consistently able to take ownership of issues from start to finish.Calm and professional under pressure.TrustworthyTactfullnessEmpathy for end-users, external and internal customersConformityFocusFlexibility



 

Education/Training/Experience:

 Associates/ Bachelor’s Degree preferred, but not required.2-5 years experience in call center environmentStrong working knowledge of Windows applications (Word, Excel, Internet)SAP and/ or CRM experience preferredTyping speed of 40 wpmExperience in providing customer support via email and web forums