Customer Service Representative

6 months ago

Milton, Canada Hayek Medical Full time

At **Hayek Medical Devices (HMD)**, we are deeply connected to our patients and each other by our mission. Our team works together to make a positive impact on people around the world through our unique and patented therapy, **Biphasic Cuirass Ventilation (BCV**). At HMD you’ll sense a real purpose to support each other and improve outcomes for the many customers, patients, and clinicians we service around the world.

Using a non-invasive cuirass shell, BCV offers an alternative form of non-invasive ventilation without the side effects of mask or PPV. Advantages include safe lung recruitment, volume expansion, improved gas exchange, and secretion clearance.

BCV is found in almost every market worldwide, from hospitals, LTACs, Clinics and the home care space. Thanks to Dr. Hayek’s vision, we continue to transform the ventilation market making significant headway pioneering BCV implementation worldwide.

Together, we create a workspace that supports success while we inspire each other. This helps us create a place where you can do our best work.

Join us on this mission to trail-blaze the ventilation marketplace where your purpose accelerates our mission to ensure patients have access to Biphasic Cuirass Ventilation.

Your Role at Hayek Medical Devices

The Customer Service Representative (CSR) is responsible for providing effective customer service for all customers by using knowledge of company products and services. CRS’s interact with customers to provide information in response to questions, concerns and complaints by phone and Internet.

Expert communication and listening skills are a must for this position.

**Requirements**:

- Highly developed sense of integrity and commitment to customer satisfaction. Demonstrated passion for excellence with respect to treating and caring for customers.
- Ability to communicate clearly and professionally, both verbally and in writing. Has a pleasant, patient and friendly attitude.
- Strong decision making and analytical abilities.Strong detail orientation and communication/listening skills. Possess a strong work ethic and team player mentality.
- 1+ years of experience in a customer service or help desk capacity required. Some experience with multiline telephones, CRM systems, and personal computers VERY helpful. Knowledge of technical support issues related to Internet connectivity and PC troubleshooting experience a plus. Experience with Internet Explorer, Microsoft Office, and Adobe Photoshop preferred.

**Responsibilities**:

- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
- Provide quality service and support in a variety of areas including, but not limited to: new hospital orders, new home care order, and system troubleshooting. Troubleshoot customer issues over the phone.
- Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company. Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- Responsible for compiling and generating reports as they relate to customers.
- The customer service representative will provide information to customers in response to inquiries about products and services. The representative will receive, review and process orders as needed. The representative will also explain how to use products and solve customer problems.
- Support and work with Marketing team on various administrative tasks.
- Other duties as assigned.

Customer Service Skills and Qualifications:

- Customer Service, Process Improvement, Assist with Decision Making, Adhering to Processes, Planning, Tracking and Analyzing Information, Developing Standards, CRM Experience, Emphasizing Excellence, Multi-tasking.
- Knowledge of hospital operations, billing, etc. a plus.
- Knowledge of shipping and logistics a plus.
- Basic marketing admin support skills preferred, but not required.
- Milton location preferred, but not required.

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

Pay: $18.00-$22.00 per hour

Expected hours: 30 - 40 per week

**Benefits**:

- Paid time off

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Milton, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- customer service: 1 year (required)

Work Location: In person

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