Senior Customer Care Representative

Job Summary

Supporting the Eastern Time Zone remotely, the full-time Senior Customer Care Representative will manage customer inquiries regarding order management, product substitutions, and returns while providing ongoing training to new hires and ensuring compliance with service level agreements.

Key responsibilities

• Provide ongoing training for new hires on product knowledge and telephony skills
• Manage customer inquiries through various channels while maintaining service level agreements
• Collaborate with cross-functional teams to enhance customer experience and drive process improvements

Required qualifications

• Associate degree or equivalent combination of education and experience preferred
• 5+ years of customer service experience, with a preference for senior customer care roles
• 4+ years of experience with ERP, CRM, eCommerce, and remote telephony platforms
• Basic understanding of human anatomy related to orthopedic bracing is required
• Proficiency in MS Outlook, Word, and PowerPoint, with the ability to learn new software