Customer Care Specialist

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SleepRes™, Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

🔧 Hardware

🔬 Science

🤝 B2B

Hardware • Science • B2B

SleepRes, Inc. is a medical device company that develops and markets FDA-cleared positive airway pressure (PAP) therapies and accessories for treating obstructive sleep apnea (OSA). Their products include Kricket™, a KPAP™ device designed by sleep physicians as an alternative to CPAP to improve patient comfort and adherence, and V-Com®, an accessory that reduces peak inspiratory pressure to make PAP therapy more tolerable. The company emphasizes clinical research, physician-led design, and resources for clinicians and patients to support better sleep therapy and treatment adherence.

📋 Description

• 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

🎯 Requirements

• Associate or bachelor’s degree required • 3-5 years of customer service, call center, or customer support experience required; healthcare, medical device, or other regulated industry experience preferred • Previous remote/work-from-home customer service experience preferred • Excellent verbal and written communication skills, including active listening, professionalism, and clear customer communication • Strong organizational, time-management, and multitasking skills with the ability to work independently in a fast-paced environment • Ability to accurately document customer interactions and maintain detailed records across multiple systems • Proficiency with Microsoft Office, CRM platforms, and other computer-based systems and reporting tools • Strong data entry, problem-solving, and critical-thinking skills • Ability to navigate multiple screens, systems, and communication channels simultaneously • Ability to maintain professionalism and composure while working under pressure • Reliable high-speed internet connection and a dedicated, distraction-free workspace required • Ability to maintain confidentiality and comply with HIPAA and company data security standards • Ability to work scheduled shifts without ongoing interruptions and maintain a professional remote work environment during working hours

🏖️ Benefits

• Competitive salary • 401K • health, dental, vision, and wellness benefits