Customer Care Specialist

The primary responsibilities of a Customer Care Specialist at Axogen include coordinating customer interactions, managing internal and external inquiries, processing direct sales orders, and providing timely solutions to customer problems while representing the company in a positive manner.

To be considered for the Customer Care Specialist position at Axogen, candidates must hold a High School Diploma or equivalent, with an AA degree preferred. Proficiency in Microsoft Office applications and strong problem-solving skills are vital for success in this role.

The Customer Care Specialist plays a crucial role in Axogen's mission by ensuring high-quality customer service, assisting in the restoration of peripheral nerve function, and creating positive interactions that ultimately impact patients' lives positively.

Axogen offers a competitive benefits package for Customer Care Specialists, which includes health, dental, and vision insurance, a matching 401(k) plan, paid time off, educational assistance, and many other offerings that promote employee well-being.

The work schedule for a Customer Care Specialist at Axogen typically involves training from Monday to Friday, 9 AM to 6 PM for one month, followed by a shift from 11 AM to 7 PM, with occasional on-call duties on weekends.

When faced with a difficult customer, I would remain calm and listen actively to their concerns, empathizing with their situation. I would use problem-solving skills to identify a suitable solution while adhering to Axogen’s policies, ensuring they feel heard and valued.

In previous roles, I have managed multiple forms of customer inquiries, from phone calls to emails. I ensured prompt responses and resolved issues efficiently, aiming to exceed customer expectations while faithfully representing my company's values.

I prioritize tasks by assessing urgency and impact. I utilize to-do lists and digital tools to keep track of customer inquiries, ensuring that critical tasks are completed first, while also allocating time for follow-up actions.

I focus on active listening to understand the core of the complaint, validate the customer's feelings, and offer relevant solutions while keeping them informed throughout the process, ensuring a satisfactory outcome that aligns with Axogen’s standards.

I would invest time in reading product manuals, attending training sessions with colleagues, and utilizing company resources. This knowledge would empower me to communicate effectively and answer customer inquiries confidently.

In a past role, I identified a persistent issue affecting several customers and took the initiative to develop a detailed report for management and propose a long-term solution, ultimately enhancing the customer experience and building loyalty.

I adopt a meticulous approach to data entry and record-keeping by updating information in real-time and double-checking details post-interaction. This practice ensures the integrity of customer records and improves overall service efficiency.

I find motivation by setting personal goals for efficiency and quality. I also take short breaks to refresh my focus, allowing me to maintain a high standard of customer care even during repetitive tasks.

I have experience using CRM software for tracking customer interactions, along with Microsoft Office for documentation and communication. Familiarity with these tools helps me streamline my workflow and improve customer service.

I am particularly drawn to Axogen's commitment to impacting patient lives and the supportive company culture. The idea of contributing to such meaningful work while growing professionally excites me, making this opportunity a perfect fit.