Customer Support Representative (8:30am to 5pm)

To answer incoming calls and online requests from consumers and coordinate effective follow-up with participating customers (providers) to gain potential sales

• Answer and respond to incoming calls from consumers in a timely manner and communicate information effectively

• Become a Pride and Quantum product subject matter expert in order to identify leads and sales opportunities

• Ask probing questions to gain a thorough understanding of the consumer inquiry

• Generate and respond to leads within 1 business day or sooner by locating qualified providers in the consumer's location and notify the provider

• Document inbound and outbound calls accurately

• Re-engage and follow up on all leads via outbound calls or email and document outcome via Pride's Client Relationship Management (CRM) platform

• Utilize talking points, training aids/reference materials, and standard operating procedures to assist in delivering exceptional customer service and direct inquiries appropriately

• Perform basic troubleshooting involving multiple product lines

• Respond to internal and external emails with proper grammar and accurate information

• Ensure all safety and security rules are strictly observed and any accidents, incidents or injuries are promptly reported to management

• Complete the Annual CTPAT Security Training

• Focus on continuous improvement, and consistently demonstrate good business judgment

• Work effectively with all Pride departments to exceed internal and external expectations

• Pride retains the discretion to modify duties and/or assign other duties as necessary

• Must be a friendly team player, professional, detail-oriented, and honest

• Must be pleasant and professional when speaking to customers and consumers on the phone while utilizing proper English grammar

Must have the ability to:

• Multi-task, problem-solve, and prioritize in a fast-paced working environment with strict deadlines and goals

• Use a headset and be available to answer calls for an average of 7.5 hours per day at a desk

• Multi-task electronically via a multi-system computer platform to retrieve data

• Think critically and be able to identify problems with creative solutions to follow

Must have:

• Relentless drive to achieve advancement and continuous improvement

• Professional and pleasant demeanor, both in person and via phone

• Good typing skills

• Excellent web navigation skills

• Intermediate working knowledge of Microsoft Office Word, Excel, and Outlook

• Excellent presentation, verbal and written communication skills

• Bilingual in English and Spanish (ability to fluently speak/read/write) preferred

• At least 1 year of customer service experience

• At least 1 year of sales experience in a retail, call center or outside sales type role preferred

• At least 1 year of experience in senior/elder care customer service role preferred

• Current or previous successful employment experience with Pride Mobility Products Corporation preferred

• High School Diploma or GED

• Must be legally authorized to work in the United States without sponsorship now, or in the future

• This job description is not intended to be all-inclusive

• In exceptional circumstances, some of the physical requirements of this position may be modified or eliminated as a reasonable accommodation for a person with a disability as defined by the Americans with Disabilities Act

Pride Mobility Products/Quantum Rehab is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, physical or mental disability, protected Veteran status, age, or any other characteristic protected by federal, state, or local law. Pride Mobility Products/Quantum Rehab is an Affirmative Action Employer with obligations under VEVRAA and Section 503 of the Rehabilitation Act of 1973 for protected veterans and individuals with disabilities.

If you are a person with a disability, a disabled veteran, or require a reasonable accommodation or assistance in completing an application for employment, please contact our human resources department at x1250.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.