Apria Customer Experience Associate, eCommerce in Kansas City, Missouri
Commensurate with Experience
With over 300 locations across the US, Apria Healthcare’s mission is to improve the quality of life for our 1.8 million patients at home by providing home respiratory services and select medical equipment to help them sleep better, breathe better, heal faster, and thrive longer. Additional information can be found at www.apria.com.
The Customer Experience Associates is responsible for front line customer resource, handling everything from technical questions about our retail healthcare products and services, addressing order related issues, promoting and selling new products and services, and creating conversations that place our customers at the center of our business. Improving the customer experience, each customer at a time.
The Customer Experience Associate will establish new business sales through inbound phone campaigns, Live Chat, and email while providing support for existing customers. This role is well-versed in the art of selling by utilizing proven consultative selling methodologies and a skilled problem-solver ready to listen and engage thoughtfully with customers as they multitask, create relationships, and think on their feet. In addition, candidate to able to turn any situation around by providing resolution - and bring top personalized service to each customer and support in areas with revenue recovery opportunities, RMAs, fraud management, social media customer care, website merchandising and competitor research.
As a member of the team, you will have the opportunity to be on the front lines representing our company and brand, making a difference in people’s lives. This position has a tremendous opportunity for growth within Apria Healthcare.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide excellent customer service and support to maintain positive business and customer relationships
Use CRM to track call results and pipeline growth
Follow up on sales campaigns via email, phone calls and live chat to build a qualified sales pipeline
Utilize fraud management tools to prevent and analyze fraudulent orders
Process orders and RMA’s
Conduct research and continuously prospect for lead generation
Participate in weekly team meetings and various trainings
Effectively communicate and collaborate with team-members
Performs other work-related duties as assigned such as competitive research, assist with website merchandising and user acceptance testing
Other duties as assigned
Minimum Required Qualifications
Education and/or Experience
BA/BS degree in Business Administration, Marketing, Communications, Computer Science, or Statistics or equivalent practical experience
One to two years of Inside Sales or Customer Service, preferably in retail, ecommerce or call center role
Certificates, Licenses, Registrations or Professional Designations
SKILLS, KNOWLEDGE AND ABILITIES
Well versed in the Apria Healthcare retail product and service portfolio offerings
Able to work in fast-paced, self-directed entrepreneurial environment
Articulate communication that includes active listening and reflection in conjunction with the use of open and closed ended questions.
Highly energetic and a self-starter, needing little direct supervision
Excellent oral and written communication skills
Excellent time management skills
Ability to navigate between several computer screens (CRM Software, Order Management System, Email and Web Browser) while concisely documenting customer information
Proactive self-starter with ability to work independently as well in a team environment
Strong organizational skills
Consultative selling approach (find the pain)
Assertive “hunter” sales mentality
Customer first attitude
Proficient in Microsoft Office Suite
English (reading, writing, verbal)
- College level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.
This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus. It also may require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, walking, bending, stooping, and reaching above the shoulder. Employees in this position must be physically able to efficiently perform the essential functions of the position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform the essential functions of the position, upon request.
Work is performed in an office setting with exposure to moderate noise.
Occasional travel as required.
The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations. The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual’s position.
Apria Healthcare is committed to hiring veterans and military spouses.
Comprehensive benefits package offered for eligible employees:
Medical, Dental and Vision
Healthcare Flexible Spending Accounts and Healthcare Savings Accounts
Life, AD&D and Disability Insurance
Paid Time Off, including Vacation, Personal Time, Paid Sick Leave & Paid Holidays
401K Savings Plan (available immediately)
Employee Referral Reward Program
Employee Discount Programs
Company Paid Employee Assistance Plan (available immediately)
We recognize our veterans by offering a company paid day off for Veterans Day
Career Advancement/ Development Opportunities
Compensation is commensurate with experience
Annual compensation is based on a 40 hour week
As an EOE/AA employer, Apria Healthcare is committed to providing all applicants and employees with equal access to employment opportunities, regardless of sex, race, age, color, national origin, disability, pregnancy, religion, genetic information, sexual orientation, transgender status, gender identity, marital status, veteran status, or any other characteristic protected by federal, state, or local law. Apria Healthcare shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. AA/EOE, M/F/Disability and Vet