Customer Support Specialist

Full Job Description

Rehabmart is seeking a skilled applicant who is detail oriented with proficiency in 360 degree customer success support. The ideal Customer Success Specialist has an interest in working with a high functioning team of E-Commerce support professionals in a fast-paced and agile environment to deliver exceptional customer support to consumers through a clearly defined support system.

This role requires advanced English speaking and writing skills as this role will include phone, online live chat and occasional email support between customers and teammates. 

This position is within the Customer Support Department which is dedicated to creatively and efficiently provide high quality, empathetic and time sensitive support to our many customers across the world. This team ensures our service is accurate, thorough, and educated with the most up-to-date information as it relates to their order. This extends not only to our customers via phone calls but to our online live chat and our online ticketing system. This department is in charge of serving as the first stop for our consumers to request information regarding any of our 40,000+ products. 

JOB RESPONSIBILITIES:

• Initial point of contact for all inbound customer correspondence (phone, chat, email) for service, returns, and billing inquiries
• Cross team collaboration with departments located in US & Internationally
• Uses Rehabmart system for identifying customer needs, relaying tracking information, insight gathering, and/or troubleshooting
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client have received the best customer service experience possible.
• Collaborate with clients, Order Fulfillment, Content Services, Vendor Relations teams, and other departments to create innovative customer support efficiencies.

POSITION REQUIREMENTS 

Skills:

• Superior telephone and written email etiquette and an ability to deal effectively with our external customers, peers and management
• Extreme attention to intricate details, excellent customer support skills to quickly and accurately review and understand order fulfillment data as it relates to the customer success & experience.
• High proficiency with Google Drive / Google Workspace / Microsoft Office
• Excellent typing & verbal skills / excellent computer skills
• Ability to build collaborative work relationships with different groups within the organization
• Have some durable medical equipment knowledge is a plus

Hardware:

• Computer: 
• CPU: At least i3 or AMD equivalent
• RAM: 8 GB
• 2 Monitors
• Main Boot Drive: Solid State Drive (SSD)
• Operating System (PC): Windows 10 or newer, (macOS): Catalina (10.15) or newer
• Internet: Stable ping 50 or less, 10 Mbps download and 10 Mbps upload speeds
• Headset with noise-canceling microphone - any wired or wireless earphones are not considered
• A fully functional webcam
• Ability to add Monitask, Micollab, and Live Chat software to computer system

MINIMUM EDUCATION REQUIREMENTS: 

• High School Diploma or equivalent

COMPENSATION:

• For the entry-level position, salary is based on qualifications and experience. 

WORK SCHEDULE:

The schedule for this position is Monday-Friday from 9am-6pm (no weekends) Eastern Standard Time.

ABOUT OUR COMPANY: 

Rehabmart.com is a growing e-commerce healthcare company that was founded in 1998 by Occupational and Physical Therapists through a shared desire to serve patients, families, and caregivers by offering a wide selection of innovative rehabilitation products. Since our founding, Rehabmart has served over 500,000 customers including families, hospitals, school systems, the Veterans Health Administration, US Military, state & local governments, and international clients. 

You can read more about Rehabmart at www.Rehabmart.com

Job Responsibilities

JOB RESPONSIBILITIES:

• Initial point of contact for all inbound customer correspondence (phone, chat, email) for service, returns, and billing inquiries
• Cross team collaboration with departments located in US & Internationally
• Uses Rehabmart system for identifying customer needs, relaying tracking information, insight gathering, and/or troubleshooting
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client have received the best customer service experience possible.
• Collaborate with clients, Order Fulfillment, Content Services, Vendor Relations teams, and other departments to create innovative customer support efficiencies.

Job Requirements

POSITION REQUIREMENTS 

Skills:

• Superior telephone and written email etiquette and an ability to deal effectively with our external customers, peers and management
• Extreme attention to intricate details, excellent customer support skills to quickly and accurately review and understand order fulfillment data as it relates to the customer success & experience.
• High proficiency with Google Drive / Google Workspace / Microsoft Office
• Excellent typing & verbal skills / excellent computer skills
• Ability to build collaborative work relationships with different groups within the organization
• Have some durable medical equipment knowledge is a plus

Hardware:

• Computer: 
• CPU: At least i3 or AMD equivalent
• RAM: 8 GB
• 2 Monitors
• Main Boot Drive: Solid State Drive (SSD)
• Operating System (PC): Windows 10 or newer, (macOS): Catalina (10.15) or newer
• Internet: Stable ping 50 or less, 10 Mbps download and 10 Mbps upload speeds
• Headset with noise-canceling microphone - any wired or wireless earphones are not considered
• A fully functional webcam
• Ability to add Monitask, Micollab, and Live Chat software to computer system

Skills Required

• Ecommerce/Shopping carts - Beginner
• Customer Support - Expert
• Customer Service - Expert
• Dropshipping - Intermediate

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