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Customer Service Representative

Company: ZOLL Data Management
Location: Broomfield
Posted on: August 11, 2019

Job Description:

At ZOLL Data, we believe that medics, firefighters, dispatchers and the patients they serve should have better experiences during some of the most stressful times of their lives. We build software and services to help them achieve that. We are a market leader in SaaS, enterprise, and mobile software solutions for the EMS industry (Emergency Medical Services), including applications focused on dispatch, billing, patient care, and fire departments. Our vision is to improve lives through transformational people and products.

Perks & Benefits: In addition to a great company culture, we provide a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. We have stocked kitchens, free daily organic fruit delivery, on-site fitness center, on-site cafe, dry cleaning service and much more! Our full benefits package includes 401(k), medical, dental, vision, life, AD&D, flex spending accounts, STD/LTD and tuition reimbursement.

***This is NOT a remote position. Local candidates preferred.

We are looking for a Customer Service Representative (CSR) to provide exemplary customer service and and professionalism to clients with a wide variety of technical aptitudes. The CSR will be responsible for receiving and resolving phone and email inquiries from customers. This will include basic inquires associated with customer access, general product questions, and basic software related questions. Understanding and striving to meet or exceed standards with a positive attitude is a must in this fast-paced environment. The CSR will build relationships and engage customers by providing excellent customer service and going the extra mile.
Responsibilities:


  • Answer incoming customer phone calls and take appropriate action for each call
  • Identify customers' needs, perform initial triage, determine severity and either resolve or route to the appropriate product specialists
  • Monitor email and voice mail queue for incoming support requests
  • Recognize previous cases, patterns and high call volume
  • Promote ZOLL Data customer self-help resources to customers
  • Assist with content creation on ZOLL Data self-help platform

    Must Haves:

    • Excellent written and verbal communication skills
    • Great customer service mindset
    • Outstanding phone presence
    • Flexible, and eager to learn
    • Excellent decision making skills
    • Sense of logic and creative problem solving abilities
    • Detail-oriented, well-organized work style
    • Demonstrates empathy
    • Adept in Microsoft Office
    • Ability to type 40 WPM


      Preferred Skills:

      • Experience in a support desk environment or an inbound/outbound high volume call center
      • Knowledge of CRM systems and customer ticketing processes
      • Familiar with call center phone systems
      • Experience in a fast-paced, sometimes high-pressure environment


        Our Top Customer Support Perks:

      • Casual work environment
      • Working with an awesome team
      • Information sharing - everyone helps everyone to be successful
      • Challenging work, we aren't sitting here resetting passwords all day.
      • Beer Friday
      • Fancy cappuccino/espresso/coffee machines!


        ZOLL appreciates and values diversity! We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, gender identity, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.

Keywords: ZOLL Data Management, Broomfield , Customer Service Representative, Sales , Broomfield, Colorado

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