Apria Healthcare

  • Customer Experience Associate, eCommerce

    Requisition ID
    2019-5696
    # of Openings
    3
    Category
    Procurement and Supply Chain
    Location : Location
    US-CA-Lake Forest
    Full/Part Time
    Full-time
  • Job Summary

    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.

     

    JOB SUMMARY

     

    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

    SUPERVISORY RESPONSIBILITIES

    • N/A

     

     

    Minimum Required Qualifications

    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

    • N/A

     

     

    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
    • Goal oriented
    • Customer first attitude

    Computer Skills

    • Proficient in Microsoft Office Suite
    •  

    Language Skills

    • English (reading, writing, verbal)

     

    Mathematical Skills

    • College level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.

     

    PHYSICAL DEMANDS

    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 ENVIRONMENT

    Work is performed in an office setting with exposure to moderate noise. 

     

    TRAVEL

    Occasional travel as required.

     

    OTHER INFORMATION

    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.

     

    Join the Apria team for a rewarding opportunity in healthcare!  Competitive pay rates with cash incentives and full benefit packages available, including health, dental, vision, disability and 401(k).

     

    Apria Healthcare is committed to hiring veterans and military spouses. 

    EEO Statement

    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

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