Retail Customer Service Associate - Sleep Products (151-853) at Williamsville

Job Description

The Sleep Product Specialist acts to assist customers in the store with selecting appropriate equipment and accessories to meet individual treatment needs. Staff members in this position will also focus on outlining product features and benefits in an effort to gain premium product upgrades yielding sale of higher margin items. Maintaining confidentiality and all other aspects of HIPAA compliance are essential in this job. Employees in this position may be assigned responsibilities as listed below and will be required to complete other operational projects or tasks as needed.

Duties & Responsibilities

• Maintain a strong knowledge of sleep products as well as related health conditions and treatments in order to adequately address customer concerns.

• Demonstrate at an acceptable skill level, the ability to size and fit Continuous Positive Airway Pressure (CPAP) Interfaces of all types. This may include troubleshooting leaks and other mask issues.

• Complete basic CPAP Machine maintenance such as filter changes and compliance downloads.

• Assist new CPAP users in the education of equipment operation, cleaning and maintenance, basic troubleshooting, travel and any other necessary information.

• Collect all necessary customer information to complete transaction, using approved documents and computer system entry, while maintaining confidentiality.

• Communicate to the customer the equipment purchase process, outlining insurance coverage versus retail pricing and necessary co-payments prior to completing the sales transaction.

• Collect and deliver customer feedback to Store Manager for use in quality control and sales efforts.

• Process insurance, cash and credit transactions utilizing point of sale systems.

• Maintain cash drawer and all receipts with accuracy and integrity.

• Participate in special events and promotions held at the store or remote locations.

• Initiate resolution and works with management to respond to complaints from referral sources.

• Assist store management in the implementation and of customer contact programs participating in phone follow up and other contact methods.

• Attend any training or in-service sessions scheduled regarding equipment, insurance changes etc.

• Ensure documentation accuracy prior to submission to Revenue for billing and collection activities.

• Perform other duties as assigned.

Job Requirements

• High school diploma or GED required.

• A minimum of 1 to 2 years experience in a retail sales environment with proficiency in operating Point of Sale (POS) equipment and basic mathematics.

• Excellent phone etiquette and customer service skills are a must. Must be able to interact effectively in person and by phone in order to build strong relationships with customers and referral sources.

• Ability to present product and service information one on one and in small group settings.

• MS Office skills are required.

Physical Effort

Standing or walking up to 100% of the time. Computer keyboarding and operation of POS up to 50% of the time. May require the occasional lifting and transportation of equipment weighing up to 25 pounds.

Pacific Pulmonary Services is an Equal Opportunity Employer

Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Country: USA, State: New York, City: Williamsville, Company: Pacific Pulmonary Services.