SleepRes™, Inc.

Customer Support

• Respond promptly and professionally to customer inquiries via phone, email, and chat
• Assist customers and patients with order management, product and service questions, troubleshooting, complaint resolution, and general support needs
• Develop and ultimately follow established SOPs, documentation requirements, and escalation procedures for customer issues, complaints, and service requests
• Accurately document customer interactions and update records in Salesforce, NetSuite, Microsoft Office, and other internal systems
• Maintain professionalism, empathy, and strong communication skills while assisting customers and patients
• Make outbound calls for follow-up, customer feedback, and additional service support as needed
• Review customer feedback and identify trends to recommend service and process improvements
• Demonstrate strong phone etiquette and deliver positive customer experience across all communication channels
• Collaborate with team members to streamline processes and strengthen overall customer support
• Manage time effectively and work independently in a remote environment
• Adhere to scheduling, attendance, productivity, and quality expectations within a virtual contact center setting
• Maintain confidentiality and ensure compliance with HIPAA and company data security standards
• Navigate multiple systems and applications simultaneously while assisting customers
• Participate in virtual team meetings, training sessions, and coaching activities

Customer Care Specialist