BASIC PURPOSE/SCOPE

As part of the ScottCare Customer Service team, the Customer Support Specialist will be responsible for quoting, reviewing, and entering sales and service orders into the company’s database. They will also assist with inbound and outbound customer calls to provide unparalleled customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Data entry for equipment, accessory and service orders, and RMAs.
• Answer and screen inbound customer service calls and direct them appropriately.
• Make follow-up calls to customers to assess if their issues have been resolved. Route any product issues reported by customers to the appropriate Technical Support Specialist for resolution.
• Complete work assignments accurately, on time, collaboratively, and with a strong focus on customer satisfaction.
• Follow company policies and procedures for documentation and record keeping of all customer communications.
• All other duties as assigned.

DESIRED MINIMUM QUALIFICATIONS

Education and Experience:

High school diploma is required. Associate’s Degree preferred but not required. Must have 2 years of phone-based customer service experience.

Necessary Knowledge, Skills, and Abilities:

• Detail-oriented and organized.

• Ability to work independently with little supervision.

• Exceptional customer focus.
• Strong written and verbal communication skills.
• Intermediate to advance knowledge of Microsoft Office applications and ERP/CRM systems.

PHYSICAL DEMANDS

Continuously sitting and intermittent amounts of walking, standing, bending, squatting, twisting, and pushing/pulling or lifting/lowering up to approximately 5 lbs. is required.

WORK ENVIRONMENT

Customer Support Specialist primarily works indoors where temperatures fluctuate, and the noise level is typically moderate.