Description
Job Title: Contact Center Customer Service Inbound/Outbound I
Location: Chelmsford, Ma
Pay rate $24-25/hour
Company Overview:
At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software, and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. The Acute Care Technology division of ZOLL develops and delivers lifesaving products and software solutions to EMS, hospitals, public safety, and military customers globally. Our products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service. At ZOLL, you won't just have a job; you'll have a career and a purpose. Join our team; it's a great time to be a part of ZOLL!
Job Summary:
We are in search of an Entry Level Customer Service Representative to join our team. The ideal candidate will provide exceptional support to our customers and contribute to the success of our AED Management Program.
Essential Functions:
- Conduct AED Management Program launch conferences, onboarding calls, and webinar presentations.
- Maintain oversight of assigned National Accounts, including Rescue Ready Services PlusCare supported accounts and distributor-managed customers.
- Provide extensive phone, email, and chat support to end users, distributors, and service agents.
- Support authorized Service Agents utilizing PlusTrac.
- Assist internal and field Sales Representatives with order execution, customer inquiries, and program support.
- Implement and process new orders to ensure AED and program registration is complete and accurate.
- Coordinate service activities, documentation, and compliance tracking for PlusCare customers.
- Assist with AED Trax deployment, onboarding, troubleshooting, and ongoing customer support.
- Conduct governmental notifications for clients who have implemented AED programs as required by local, state, or federal regulations.
- Review and understand federal and statutory law as it pertains to AED programs.
- Resolve outstanding service issues such as bounced emails, failed maintenance checks, and sites with no registered responders.
- Create and modify documents using Microsoft Office and Excel.
- Support department staff with assigned project-based work, including process improvements and system updates.
- May assist in scheduling training classes and obtaining rosters from training classes, including printing and shipping certification cards in a timely manner.
- Perform other duties as assigned.
Skills Requirements:
- Proficient in Microsoft Word, Excel, and Outlook.
- Ability to perform internet-based research and navigate multiple web-based systems.
- General clerical duties including photocopying, faxing, mailing, and filing.
- Excellent written and oral communication skills.
- Ability to work well under pressure in a customer-facing environment.
- Strong multitasking and prioritization skills.
- Experience in customer service.
- Ability to apply effective listening skills.
- Dependable, honest, and ethical.
- Ability to maintain workflow and meet deadlines.
- Strong sense of personal responsibility, punctuality, and attendance.
Education and Experience:
- Associate's degree or equivalent work experience preferred.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
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