Customer Care Representative

CUSTOMER CARE REPRESENTATIVE (CUSTOMER CARE CPAP GUIDE)

Location: In-Office (Stafford, TX)
Reports to: Senior Manager - Customer Care Manager
Classification: Non-Exempt

Position Summary

The Customer Care CPAP Guide is a key part of the customer care team, responsible for guiding customers to the right CPAP solutions for their needs. This role blends clear communication and compassion with product expertise to help customers stay compliant with sleep therapy.

This is a performance-driven role. The expectation is to support customers on their sleep apnea journey, convert returns to exchanges, complete returns tasks with empathy and efficiency, and deliver a high-quality in person customer experience that builds trust and long-term loyalty.

This position also serves as a pipeline for future leadership, with opportunities to take on Team Lead responsibilities based on performance and impact.

Essential Functions

• Process customer requests, communicating order status updates, helping with equipment troubleshooting and support questions
• Guide customers to the best product solutions for their therapy needs, leading with exchange and store credit options to support customer retention and satisfaction
• Review returned items upon receipt and coordinate inspection, ensuring products meet return requirements per cpap.com’s return policies
• Handle warranty and manufacturing defect cases, initiate troubleshooting, issue RMAs, and coordinate with manufacturers for repair or replacement
• Stay sharp on product knowledge, troubleshooting and industry trends to confidently support customers through various support channels such as in person, phone, email and chat.
• Partner with management to continuously improve performance, customer interaction quality, and customer satisfaction

What Success Looks Like

• Consistently hits or exceeds performance targets
• Customers feel supported and understood
• Balances speed and quality without sacrificing the customer experience
• Takes ownership of personal performance and actively looks for ways to improve
• Contributes to a competitive, accountable, and team-first environment

Experience

• 1+ years of customer service or returns/logistics experience, preferably in e-commerce or medical/healthcare products

Knowledge, Skills & Abilities

• Strong attention to detail - accurately applying policy rules (eligibility windows, condition requirements, fee structures) is critical
• Empathetic communicator; many customers are dealing with sleep apnea diagnoses and therapy challenges
• Comfortable using CRM and call center platforms such as Shopify, Gorgias or Aircall
• Strong communication and active listening
• Confidence in handling objections
• Ability to simplify complex information for customers
• Attention to detail with order accuracy and documentation
• Comfort working in a fast-paced, performance-driven environment
• Ability to multitask across systems

Work Environment

Temperature controlled office environment of quiet to moderately quiet sound level. This role also involves frequent visits to the temperature controlled and not temperature controlled warehouses where appropriate footwear and clothing are required. Some travel will be required to industry conferences and visits to manufacturers.

Physical Requirements

This position requires frequent sitting, occasional walking, standing, stooping, bending and twisting of the neck, bending and twisting from the waist, and reaching overhead. This position requires some fine manipulation and simple grasping of both right and left hands (e.g. working with computer equipment and testing products.) This position requires occasional lifting of not more than 40 lbs. This position requires close vision (clear vision at 20 inches or less) and the ability to adjust focus and requires relative good hearing to be able to hear sounds from products.