Happy with CPAP.Com! (was: Upset with CPAP.com)

Roman Hokie wrote:Johnny, I'm in the distribution business and I miss Texas a LOT. You guys hiring? (only partially in jest)

Howdy,

Actually, we are currently hiring CPAP.com CSRs.

Here are some gotchas:

1. We operate out of Houston. While a veteran CSR will only be in the office 1-2 days a week due to the miracle of VOIP phones and web apps, we do need everyone we hire to reside and remain in Houston, TX.

2. Our CPAP training process borders on a weird pseudo-religion initiation thing. We've washed out 50%+ of our last two batches of CSR hires. New hires work warehouse to touch/feel/set products, get an hour a day with a CSR manager to review the days assigned section and go home exhausted knowing they need to pass tomorrows quiz to remain with our company. This has historically been a three month process, but we've recently started packing even more in one days lessons as we want to know who we've got earlier in the process. Its brutal, but no more brutal than being the last call someone who can't get CPAP to work makes before they give it up. We're going to train for and succeed on that call. When we say that we take your health and CPAP equipment seriously, we mean it. Those who have made it through and earned the title of CPAP.com Customer Service Representative are absolutely stellar people, doing extremely difficult work with amazing results.

3. Strong Computing and Writing Skills. If you are already a CPAPtalker, you probably have this in the bag. We need those who can write clearly, mutitask with firefox + tabs + efficiency extensions/add ons, high WPM with 10 finger typing, proficient with web apps, etc.

4. High Character, Low Drama People. We do the standard background checks and reference checks on candidates but also speak with them at length to make sure we wouldn't mind being stranded on a desert island with them. We have to believe that this candidate is the person we'd want to find our lost wallet. We also have to believe that this person wouldn't resort to gossip or related political nastiness.

5. Being An RT Is A Headwind. I've hired and had good success with two former RTs/DME CPAP patient servicers. It can be done. However, as a general rule I stay away from registered/certified/special super patient care givers. I find detailed product knowledge and a burning desire to help people is far more effective. Its not that I don't care that you have an RT cert, its just I don't believe that the patient/provider relationship is one where you are the "special authority figure". I think its about supporting the person taking responsibility for their own health and respecting that their "cash on the barrel" puts them in the drivers seat. IMHO, if we had more drivers and less passengers, health care would work better. For these reasons, I prefer to hire former guidance counselors, tech support, home makers and related nurturers. I can teach the CPAP part, but I can't teach the love.

If you are interested in taking on our training program and think you can bring your A game day in and day out, then please shoot us your resume: jobs@cpap.com.

Johnny

Johnny, are the CSRs the ones who answer the phones for cpap.com or do you also have a store-front?

If you have a store-front, do you accept Medicare patients?

Wow
I have never had any problem with Cpap.com. Sorry to hear that.

Johnnie, Is CPAPAUCTION.com operated by the same staff as CPAP.com? I sent a PM to you about the problem.

Johnny, wow. I don't know if I'm a fit, but I "guessed" at your email address and put a descriptive subject on the email. Resume sent.

Roman Hokie wrote:Johnny, wow. I don't know if I'm a fit, but I "guessed" at your email address and put a descriptive subject on the email. Resume sent.

Why guess? Its johnny@cpap.com

That was the guess. I love small businesses.

How John is running his business is commendable. He knows that servicing his customers means helping his customers. Stands behind his business and his customers. I have purchased several items from cpap.com and was very happy with the service and the products. After reading this posting I am more inclined than ever to do business with them.

Kudos to John and cpap.com for going above and beyond.

If only all businesses could operate with these ethics.

Well, I'm impressed!

I deal with customers on a daily basis. I provide "escalation / elevation" support within the company where I work. So, when the customer is screaming and everyone is pulling their hair out, I often get the calls to just "FIX IT!". So, with that as a background, I can definitively state that what you do to try to prepare your CSRs is nothing less than exceptional!

As you put it: "I find detailed product knowledge and a burning desire to help people is far more effective". EXACTLY! I've mentored numerous individuals in my company. I do not even bother if there is not that burning desire. I can share the product knowledge. I can share tricks of the trade. But that burning desire to help is an innate outlook that can never be taught. You either have it or you don't. And using that as a gate for your CSRs is incredibly important.

Thank you for putting that much thought into the process. Thank you, Johnny, for your efforts on behalf of those of us who deal with sleep problems!