Customer Care Representative

The Customer Care Representative position receives and answers inquiries from customers concerning price, availability and/or application of Dynatronics’ products and services. S/he will also receive and enter orders from internal and external customers, including Sales Representatives. S/he will help to assure customer satisfaction by providing outstanding service while accurately entering orders and handling customer concerns, inquiries, requests, and complaints as well as offering suggestive selling solutions. This role is currently hybrid, but will be in office in Eagan, MN in 2023.

• Receives, records and accurately enters orders received by phone, fax, email or postal mail from internal and external customers and other Customer Care Representatives.
• Utilizes product training knowledge to offer appropriate solutions, troubleshoot and answer questions from customers, Sales Representatives and patients related to product usage; includes suggestions for use and comparisons to competitive product.
• Provides support for inquiries generated from any online sources.
• Increases revenue through suggestive solutions and soft-selling of product and accessories, relevant to the customer's needs.
• Within established guidelines, utilizes decision-making skills to judge and resolve issues related to product, freight costs and warranty guidelines. Escalates calls and orders as needed to the appropriate resource.
• Records customer feedback in the ERP complaint system and issues Return Material Authorization (RMA) numbers.
• Provides a delightful customer experience through outstanding phone and electronic communication interactions with customers, Sales Representatives and patients.
• Completes all annual required training and maintain strict compliance to procedures and policies.
• Perform additional, related duties as needed

• Excellent attention to detail, time management, project management, and organizational skills; able to manage multiple projects simultaneously
• Exceptional customer service and interpersonal skills, able to build strong relationships and maintain rapport cross-functionally and with external customers (e.g., clients/customers, dealers, vendors, contractors)
• Ability to work independently with minimal supervision and also work on a team
• High level of integrity and ethics, able to handle sensitive and proprietary information with discretion and confidentiality
• Ability to remain calm under pressure and work to deadlines in a fast-paced manufacturing environment
• Quality #1 commitment; continuous-improvement, entrepreneurial, and proactive mindset
• High school diploma or its equivalent required. Associate's degree preferred or an equivalent combination of education and experience.
• 1 + years of experience in a customer service related field preferred, including call center environment.
• Order Entry proficiency at 30+ WPM is preferred.
• Computer proficient to include web browser/internet search, MS Outlook, Word, and Excel. Technical competence includes the ability to learn new software and systems.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Long Term/Short Term Disability
• Flexible Spending Account
• Paid Time Off (PTO)
• 401(k) Retirement Plan
• Paid Holidays

EEO STATEMENT

Dynatronics is an equal employment opportunity (EEO) employer. Qualified candidates and employees receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by federal, state, or local law. Dynatronics provides reasonable accommodations for qualified individuals with disabilities. This policy applies to employment actions on every level, including, but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation, and selection for training.