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Rescue Ready Service Representative

Location: Chelmsford, MA


ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

Job Summary:

Focused position that ensures a service-oriented and professional working environment by assisting the supervisor with the performance of the Rescue Ready applications and its team members. Maintain a close working relationship with Rescue Ready Management team. Team leaders are knowledgeable of all reporting methods, Rescue Ready documentation systems, and organizational practices.  This position will also provide support to the Client Services Department.  Duties will include general clerical and project based work, as well as projecting a professional company image through in-person and phone interaction.

Essential Functions:

  • Serve as a liaison between the Rescue Ready Supervisor and team members
  • Addresses and resolves escalated calls, complaints, questions, and inquiries, as needed.
  • Informs Rescue Ready Supervisor of escalated support inquiries.
  • Facilitates cross-functional communication amongst help desk team for improved working conditions.
  • Encourages, supports, and motivates peer team members.
  • Motivates and inspires the team to maximize their potential.
  • Mentors Rescue Ready agents when needed and assists with methods and systems.
  • Continually seeks development opportunities, and provides guidance to Rescue Ready agents and customers.
  • Builds a productive work environment for all team members.
  • Serves as a resource within Service for Rescue Ready services and products.
  • Extensive phone, email and chat contact with clients
  • Projects support as needed
  • Perform cohesively as a team member

Skill Requirements:

  • Strong technical and troubleshooting skills.
  • Be proficient inn Microsoft Word, Excel & Outlook as well as Google applications.
  • Strong knowledge of customer care techniques and processes.
  • Exceptional analytical and listening skills.
  • Excellent oral and written skills.
  • Able to lead discussions and meetings effectively as a facilitator
  • Ability to operate well in a call center team environment. Possess the ability to apply effective listening skills
  • Be dependable, honest and ethical
  • Creates a culture of mutual respect and a value for effective communication skills and strategies
  • Ability to maintain own work flow and meet deadlines
  • Ability to respond to frequent demands of multiple customers (internal and external)
  • Heightened sense of personal responsibility. Punctuality, attendance & commitment
  • Improves results by generating, encouraging and supporting new ideas

Required/ Preferred Education and Experience:

  • 2-year degree or 3-5 years of equivalent work experience

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 

ADA:  The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990