Customer Experience Specialist I

About the Role

As a Customer Experience Specialist I at AltimateMedical, you will be the primary point of contact for customers, providing them with the right equipment, answers, and support. This role is essential in helping therapists, clinicians, dealers, and families assist individuals in standing, sitting, moving, and living more independently.

Key Responsibilities

• Respond to customer calls, emails, chats, and web quote requests promptly and professionally.
• Assist sales representatives, dealers, therapists, and end-users with order status, product information, pricing, quotes, and account inquiries.
• Research and resolve customer issues, guiding them through basic product troubleshooting and proper usage.
• Generate accurate quotes and sales orders, including freight pricing, ship-to details, and special handling instructions.
• Set up and maintain customer accounts with accurate discounts, terms, and notes.
• Provide customers with updates on product availability, fulfillment, and shipping status.
• Create return material authorizations (RMAs) and process warranty requests.
• Document customer complaints and feedback, and promptly escalate any potential medical incidents to the Quality team.
• Identify trends in customer interactions and propose improvements for service, quality, and products.
• Adhere to established procedures and direct complex inquiries to the appropriate team members.

Requirements & Tech Stack

• High school diploma or equivalent preferred.
• Strong verbal, written, and listening skills, with proficiency in English.
• Customer-first attitude.
• Basic computer and keyboarding skills.
• General understanding of Microsoft Office.
• Problem-solving skills.
• Willingness to learn technical products, drawings, and manuals.
• Comfort working with cross-functional teams.
• Ability to maintain confidentiality of customer and company information.
• Experience with NetSuite and order management tools is a plus.

Qualifications

• Previous customer service experience is a plus, but not required.

How You'll Grow

• Product Expertise: Develop in-depth knowledge of AltimateMedical's Standing, Seating & Mobility, Hygiene, and Imaging Positioning product lines.
• Systems Proficiency: Become proficient in NetSuite and order management tools.
• Career Path: Opportunities to advance to Customer Experience Specialist II and III, taking on responsibilities like technical troubleshooting, sample sales, peer support, and training new team members.