Job Description

Job Description

Job Description

Who Is Drive DeVilbiss…

Formed in 2000, Drive DeVilbiss has become a leading manufacturer of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long-term care, retail and e-commerce channels in more than 80 countries around the world.

“Leading the World with Innovative Healthcare Solutions that Enhance Lives”

Summary:

As a Customer Solutions Specialist, you will play a key role in delivering an effortless customer experience in a dynamic, high volume call center environment. While managing inquiries via phone, email, and chat through tools like Dialpad, your responsibilities will extend far beyond processing orders. You will address product inquiries, provide quotes, process returns, complaints and credits, and assist both healthcare providers and end users.

In this role, attention to quality is paramount. Adherence to strict quality control standards is essential, especially when handling returns. Success is measured not by the number of calls taken, but by the accuracy, efficiency, and overall resolution of customer needs. Your ability to manage a variety of tasks while maintaining a high level of quality will ensure both customer satisfaction and business success.

Hours: 9:30AM - 6:00PM (EST)

Main Activities:

• Resolve customer and sales rep inquiries; explain product features, provide quotes, process orders, returns, and address all customer service needs with extreme accuracy and efficiency.
• Assist both healthcare providers and end users with product questions, returns, credits, and other service needs in a courteous and professional manner.
• Handle inbound and outbound communication via phone, email, or chat in a professional and courteous manner using the DialPad system.
• Monitor call availability and follow up statuses to maintain high performance in a structured, metric driven environment.
• Develop thorough knowledge of products to offer additional accessories or suggest substitutes for back-ordered items.
• Enter and process orders received via various channels (email, fax, web, EDI, customer portal) with a high degree of accuracy.
• Manage product availability and back orders for customers, ensuring timely follow up and resolution.
• Ensure compliance with quality control standards, particularly in the processing of returns.
• Support the sales team by providing prompt assistance with daily service needs.
• Provide over the phone product troubleshooting and assembly assistance.
• Utilize various systems and technologies to efficiently handle high volumes of inquiries; become proficient in current and future platforms.
• Achieve and exceed performance goals, including monthly call quality scores, adherence, and KPIs.

Achievement Objectives:

• Call Quality: Maintain high quality customer interactions through regular call monitoring and feedback.
• Productivity: Meet or exceed expectations for daily call and email volumes.
• Training & Development: Participate in monthly training and pass the required assessments.
• Service Level: Ensure timely responses to customer inquiries, meeting team service level goals.
• Attendance & Punctuality: Adhere to attendance and punctuality standards.
• Adherence: Effectively balance time spent on calls, follow-ups, and off phone tasks to maximize availability for customers.

Competencies:

• Customer Centric: Strong focus on delivering exceptional customer experience, with the ability to address diverse needs effectively.
• Communication: Excellent verbal and written communication skills, with the ability to explain complex information clearly and professionally.
• Problem Solving: Quick thinker with strong analytical skills to resolve issues efficiently and find innovative solutions.
• Adaptability: Ability to learn quickly and thrive in a fast paced, dynamic environment.
• Technical Proficiency: Strong computer skills, with the ability to navigate various systems; SAP experience is a plus.
• Results Oriented: Driven to meet and exceed performance targets, with a commitment to continuous improvement and learning.

Experience:

• 2-3 years of experience in customer support, with call center experience preferred.
• Proven ability to thrive in goal driven, high volume, customer focused environments.

Why Apply to Drive DeVilbiss…

Competitive Benefits, Paid Time Off, 401(k) Savings Plan

In accordance with New York law, Drive DeVilbiss Healthcare provides a salary range in job advertisements. The hourly wage for this role ranges from $19.00 to $21.00. Actual wages may vary based on factors including the applicant’s experience, specialization, education, as well as the company’s requirements. Please note that the provided salary range excludes bonuses, incentives, differential pay, or other forms of compensation or benefits that may be available to eligible applicants in accordance with company policies.

“Drive DeVilbiss is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment. Drive DeVilbiss strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered person because of race, color, religion, gender, sexual orientation, gender identity, pregnancy and/or parental status, national origin, age, disability status, protected veteran status, genetic information (including family medical history), or any other characteristic protected by federal, state, or local law. Drive DeVilbiss complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.”

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