Customer Support Representative

Customer Support Representative I

Job Summary:
Responsible for being 100% available to answer and respond to a high volume of inbound phone calls through the ZOLL Customer Support 800 number. Process orders by phone, fax, and email via the ORACLE database. Provide customers with detailed, accurate information on the status of purchase orders, sales orders, returns, credits, shipping information, and navigation through the ZOLL web store. Ensure customer needs are addressed within the performance standards set by management. Interact with various departments regularly to achieve the best results for the customer.

Essential Functions:

• Promptly answer a high volume of phone calls for customers, including placing orders, providing shipping/tracking information, and handling returns and credits.
• Process a high volume of accessory orders via phone, fax, mail, and email.
• Provide accurate, professional, and responsive customer support to customers and all personnel within the organization at all levels.
• Qualify and execute credit, invoice-only, and return authorization requests.
• Provide verbal, faxed, and email order confirmations upon request by the customer.
• Educate and assist customers in navigating ZOLL's web store.
• Actively participate in team meetings.
• Work extended hours as needed during fiscal month and quarter-end as defined by management.

Required/Preferred Education and Experience:

• High School Diploma or equivalent.
• 1-2 years of solid customer service background, preferably in a call center environment.

Knowledge, Skills, and Abilities:

• Computer database knowledge.
• Professional telephone manner and strong customer focus.
• Attention to detail, minimizing customer-impacting errors.
• Ability to comprehend complex product configurations and handle multifunction tasks with proven follow-up skills.
• Ability to effectively communicate both orally and in writing.
• This position requires the ability to learn, retain, and apply complete knowledge of ZOLL corporate policies and procedures as well as company-wide operational procedures, including Sales Order Flow Procedures, Shipping Procedures, and warranty procedures.

Travel Requirements:

• This position does not include travel.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Standing: Occasionally
• Walking: Occasionally
• Sitting: Constantly
• Talking: Occasionally
• Hearing: Occasionally
• Repetitive Motions: Frequently