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About the Role
The Customer Care Specialist – Tier 1 is the first point of contact for customers, ensuring a positive experience by responding promptly, accurately, and empathetically to inquiries and delivering solutions that support the customer journey. This role guides customers from initial contact through resolution, ensuring closed-loop communication, proactive follow-up, and clear documentation to build trust and long-term satisfaction.
Responsibilities
- Respond to customer inquiries via phone, email, chat, and other channels.
- Troubleshoot and resolve customer issues, escalating complex concerns as needed.
- Provide timely updates and ensure successful issue resolution and follow-up.
- Educate customers on product features, usage, and benefits.
- Document customer interactions, cases, and resolutions in Salesforce.
- Maintain accurate records, including medical device case documentation in accordance with company policies and FDA requirements.
- Track trends, identify recurring issues, and escalate concerns appropriately.
- Develop and maintain knowledge of Laerdal products and services.
- Provide accurate information and support across Customer Service categories, including Therapy Products.
- Participate in training and professional development activities to enhance product expertise and customer service skills.
- Deliver exceptional customer service through clear, professional, and empathetic communication.
- Adhere to established service standards, protocols, and quality requirements.
- Meet or exceed customer satisfaction, response time, and resolution performance metrics.
- Partner with Sales, Technical Support, Logistics, and other internal teams to resolve customer issues.
- Communicate relevant customer feedback, trends, and concerns to leadership and stakeholders.
- Participate in meetings and support initiatives that improve customer outcomes.
- Provide feedback on processes, tools, and procedures to improve efficiency and service quality.
- Adapt to changing business needs, priorities, and customer requirements.
- Contribute to ongoing efforts to enhance the customer experience and operational effectiveness.
Requirements
- Minimum of 2 years of customer service, help desk, or related support experience.
- Willingness to work flexible hours between 8:00 a.m. and 8:00 p.m., including occasional evenings, weekends, and overtime as needed.
- Strong written and verbal communication skills.
- Proficiency with Microsoft Office, databases, internet applications, and software troubleshooting.
- Strong analytical and problem-solving skills with the ability to identify and resolve customer issues.
- Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
- Strong organizational and time management skills with a proactive approach to work.
- Customer-focused mindset with a commitment to delivering exceptional service.
- Ability to work independently and develop creative solutions to complex issues.
- Working knowledge of customer service, order entry, case management, and customer support processes.
Skills
- Customer Service
- Help Desk Support
- Salesforce
- Microsoft Office
- Databases
- Internet Applications
- Software Troubleshooting
- Analytical Skills
- Problem-Solving
- Communication Skills
- Organizational Skills
- Time Management
Location
- NY based office
Work Type
- Hybrid
- Compressed Work Week
Experience Level
- Minimum of 2 years of customer service, help desk, or related support experience
Education Level
- Bachelor's degree preferred
Salary/Compensations
- $46,000 - $48,000
- eligible for 7% annual bonus
Benefits
- Generous PTO & Holidays
- Hybrid and Compressed Work Week (for operations-based roles only)
- Comprehensive Medical, Dental, and Vision
- HSA & FSA Account Options, with employer HSA contribution
- 401k with Employer Match & Profit Sharing
- Tuition Reimbursement
- Wellness Reimbursement Program
- Professional Development Opportunities
- Pet Insurance
- Subsidized Cafeteria in NY based office
About the Company
- Laerdal Medical is committed to providing equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
Equal Opportunity
- Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.