Customer Support Representative

Customer Support Representative I

ZOLL Medical Corporation is dedicated to improving patient outcomes through innovative technologies. We value diversity and strive to create an inclusive workplace. As an Equal Opportunity Employer, we welcome applicants from all backgrounds.

The Customer Support Representative I is responsible for being 100% available to answer and respond to a high volume of inbound phone calls through the ZOLL Customer Support 800 number. This role involves processing orders by phone, fax, and email via the ORACLE database, and providing customers with detailed, accurate information on the status of purchase orders, sales orders, returns, credits, and shipping information.

Essential Functions:

• Promptly answer a high volume of phone calls regarding order placement, shipping/tracking information, 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.
• 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 background, preferably in a call center environment.
• Computer database knowledge and proficiency.
• Professional telephone manner and customer-focused approach.
• Attention to detail, minimizing customer-impacting errors.
• Ability to comprehend complex product configurations and handle multifunction tasks.
• Proven follow-up skills and effective oral and written communication abilities.

Other Requirements:

• Willingness to work extended hours as needed during fiscal month and quarter-end as defined by management.

Educational Requirements:

• High School Diploma or equivalent.