Customer Care Specialist
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Job Description
Customer Care Specialist providing outstanding customer support for medical device products via various communication channels. Collaborating with team members in a fast-paced environment.
Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and chat
- Assist customers and patients with order management, product and service questions, troubleshooting, complaint resolution, and general support needs
- Develop and ultimately follow established SOPs, documentation requirements, and escalation procedures for customer issues, complaints, and service requests
- Accurately document customer interactions and update records in Salesforce, NetSuite, Microsoft Office, and other internal systems
- Maintain professionalism, empathy, and strong communication skills while assisting customers and patients
- Make outbound calls for follow-up, customer feedback, and additional service support as needed
- Review customer feedback and identify trends to recommend service and process improvements
- Demonstrate strong phone etiquette and deliver positive customer experience across all communication channels
- Collaborate with team members to streamline processes and strengthen overall customer support
- Manage time effectively and work independently in a remote environment
- Adhere to scheduling, attendance, productivity, and quality expectations within a virtual contact center setting
- Maintain confidentiality and ensure compliance with HIPAA and company data security standards
- Navigate multiple systems and applications simultaneously while assisting customers
- Participate in virtual team meetings, training sessions, and coaching activities
Requirements:
- Associate or bachelor’s degree required
- 3-5 years of customer service, call center, or customer support experience required; healthcare, medical device, or other regulated industry experience preferred
- Previous remote/work-from-home customer service experience preferred
- Excellent verbal and written communication skills, including active listening, professionalism, and clear customer communication
- Strong organizational, time-management, and multitasking skills with the ability to work independently in a fast-paced environment
- Ability to accurately document customer interactions and maintain detailed records across multiple systems
- Proficiency with Microsoft Office, CRM platforms, and other computer-based systems and reporting tools
- Strong data entry, problem-solving, and critical-thinking skills
- Ability to navigate multiple screens, systems, and communication channels simultaneously
- Ability to maintain professionalism and composure while working under pressure
- Reliable high-speed internet connection and a dedicated, distraction-free workspace required
- Ability to maintain confidentiality and comply with HIPAA and company data security standards
- Ability to work scheduled shifts without ongoing interruptions and maintain a professional remote work environment during working hours
Benefits:
- Competitive salary
- 401K
- health, dental, vision, and wellness benefits
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