I am a multi-faceted Senior Customer Service Professional with strong background in customer relations.I am currently seeking my next opportunity and can be reached at: bethjck4@gmail.com

Advanced customer service representative roles with focus on customized power wheelchairs.• Placed and expedited customer orders.• Assisted dealers with all equipment issues and specialized modification requirements.• Established strong relationships with dealers, salesforce and end-users.• Recognized as top upseller for 4 most recent years.• Resolved elevated issues in the escalation queue.• Updated system with internal notes for other representatives. • Designed and implemented daily call log sheets.• Collaborated on updates by identifying necessary corrections to parts books.• Provided training on parts books, navigating system to identify parts needed for customers.• Rectified incorrect part and equipment issues by reviewing engineering diagrams.• Traveled to Chicago to receive advanced training on specialized PinDot seating systems. • Investigated and resolved issues with transportation companies regarding lost or rerouted shipments.• Handled return authorization for products.• Issued credits to dealers for pricing, sales incentives and errors.

Handled all escalated calls involving property damage and/or injury after Invacare came under FDA regulation.• Served as primary colntact for this type of call.• Documented incidents and claims for evaluation by corporate test lab. Obtained pictures of product under review if needed. • Submitted and approved return authorizations; placed re-orders as needed.• Worked closely with legal department, providing detailed documentation and reports.• Implemented return procedure and coding system to identify returned item for review by test lab and legal thus allowing rapid expedition through the system. • Created and monitored voicemail and email box allowing Territory Business Managers to report out-of-stock, pricing and literature issues. Managed resolution of these issues by working with product managers, customer service leadership or other relevant departments.

Handled all end user calls and escalated issues. • Served as main contact for complex dealer and end user issues regarding injury, property damage, etc.• Provided expertise to other customer service team members. • Provided training to new hires.

Responded to inbound customer service inquiries from dealers and salesforce.• Performed data entry of customer orders, authorized returns, credit memos and re-bills.• Researched customer contact information and transaction history and placed literature orders.