Customer Support Representative – Non-technical (Remote Southeast or Central US) in USA

Customer Support Representative - Non-technical (Remote Southeast or Central US) - Belimed - USA - work from home job
Company: Belimed
Job description: Customer Support Representative - Non-technical (Remote Southeast or Central US)
Belimed is one of the leading global suppliers of innovative cleaning, disinfection and sterilization solutions for Medical and Life Science. We have almost 1,200 employees in 10 countries who have been working tirelessly for over 40 years to provide our customers with absolute confidence in sterile processing solutions. Our U.S. headquarters are located in Charleston, SC which is consistently voted one of the best places to live and visit in the world.
Your tasks
As a Customer Support Representative you will support the field service operations team. In this role, you will coordinate the Service group's field resources to deliver an exceptional 5-Star customer service to all Belimed customers. You will be an integral part in the Service organization's conversion to an active dispatch strategy and assist to develop the processes to support it.
If you possess exceptional customer service/administrative skills, reliable attendance and a passion for learning and collaboration, we hope you will apply! A company laptop and resources to work from home will be provided for this remote position.
The regular working hours for this position are Monday-Friday 8:00am - 5:00pm Eastern/Central. However, this position requires a one week on-call schedule each month (Monday-Friday 11:00am - 8:00pm Eastern) with coverage during nights, weekends, and holidays.
How you will impact Belimed and our clients
• Receives and evaluates trouble calls from customer and field personnel via phone and email
• Provides first level support to customers and field personnel by assisting with identification, evaluation, and possible resolution of service and operational issues with the equipment
• Escalates more complex service and operational issues to second level technical support
• Processes the dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and contract status and, if required, providing a quote and collecting purchase order information from the customer for the service call
• Communicates pertinent service information and coordinates with Field Service Technicians to ensure all service activities are accomplished per Belimed's commitments to the customer
• Schedules, communicates, and updates customers regarding current requests for service & scheduled maintenance
• Manages customer expectations and commitments in a professional manner
• Maintains the schedule (work, vacation, time off, etc.) for all Field Service Technicians
• Promptly escalates critical service issues to leadership in order to ensure proper resolution
What you need to succeed
• High school diploma or equivalent
• 1 - 2 years of experience providing customer service in a business-to-business and/or field service environment
• Basic web-based program knowledge, with the ability to read and identify equipment status and apply the correct processes to resolve issues
• Proficiency with MS Office and database applications
• Demonstrated success working in a cohesive, collaborative, and supportive small team to achieve shared goals
• Creative, innovative, and flexible, with the ability to work in a matrixed environment
• Excellent communication skills both written and verbal with a strong focus on customer service
• Strong analytical/problem-solving and active listening/comprehension skills
• Strong planning, scheduling and organizational skills
• Willing and able to periodically rotate to a later shift (11:00am - 8:00pm Eastern) that includes on-call technical support and dispatch coverage during nights, weekends and holidays
Join our team and take your career further.
As a full-time team member, you will be eligible for our excellent benefits package to include medical, dental, vision, life and disability insurances, 401(k) with a company match, paid time off and more!
Belimed, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, sex (including pregnancy, gender identity or expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. EOE
Resume submittals from individual recruiters or third party recruiting agencies will not be considered for this opportunity at this time.
Customer Support Representative - Non-technical (Remote Southeast or Central US) - Belimed - USA - work from home job
Expected salary:
Location: USA
Customer Support Representative - Non-technical (Remote Southeast or Central US) - Belimed - USA - work from home job
Job date: Sun, 23 Jul 2023 06:27:04 GMT
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Customer Support Representative - Non-technical (Remote Southeast or Central US) - Belimed - USA - work from home job

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