Customer Support Representative I

Job Title: Customer Support Representative I – Acute Care Technology

Company: ZOLL Medical

Location: Chelmsford, NH

Job Summary
As a Customer Support Representative I, you will be responsible for providing 100% availability to answer and respond to a high volume of inbound phone calls through the ZOLL Customer Support 800 number. You will process orders via phone, fax, and email using the Oracle database and 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. Ensuring customers’ needs are met within the standards of performance set by management is essential. You will interact with various departments regularly to achieve the best results for the customer.

Essential Functions
Promptly answer a high volume of customer emails regarding order placement, shipping/tracking information, returns, and credits.
Process accessory orders via phone, fax, mail, and email.
Provide accurate, professional, and responsive customer support to customers and personnel at all organizational levels.
Qualify and execute credit, invoice-only, and return authorization requests.
Provide verbal, faxed, and email order confirmations upon customer request.
Educate and assist customers in navigating ZOLL’s web store.
Actively participate in team meetings.
Perform other tasks as needed.
Skill Requirements
1-2+ years of solid customer service experience, preferably in order managment
Proficient computer database knowledge.
Professional telephone manner with strong customer focus.
Attention to detail to minimize customer-impacting errors.
Ability to comprehend complex product configurations, handle multifunction tasks, and demonstrate proven follow-up skills.
Effective oral and written communication skills.
Other Requirements
Ability to learn, retain, and apply complete knowledge of ZOLL corporate policies and procedures, including sales order flow, shipping, and warranty procedures.
Availability to work extended hours as needed during fiscal month and quarter end, as defined by management.
Educational Requirements
High School Diploma or equivalent.
Compensation
The hourly pay rate for this position is $30.00. Factors that may affect this rate include shift, geography, skills, education, experience, and other qualifications of the successful candidate.

10166449