Customer Service Representative
Job Description SummaryAre you passionate about helping people? Liberator Medical, part of the BD family of companies is offers Higher Pay, Incentives, Medical Benefits and 401K day ONE!
PRIMARY DUTIES AND RESPONSIBILITIES Provide timely and accurate information to customers regarding their order status and/or product information requests Process customer orders/changes according to established department and intra-departmental policies and procedures. To include recalling a shipment in route, recovering packages shipped in error, and tracking package locations. Process customer returns according to established department policies and procedures. To include thorough knowledge on the departmental return merchandise authorization process (RMA) . Work closely with the Medical Billing department to resolved disputed Billing charges Provide timely feedback to Customer Service Management regarding service failures or customer concerns. To include active participation in the Customer Satisfaction Dialer and Surveys Knowledgeable in regards to PECOS (The Provider Enrollment Chain and Ownership System) and have the ability to explain the process to patients and physicians. Documenting customer calls within the organizations propriety software systems to include the creating and processing of service tickets. Effectively overcoming objections relative to customer cancellations and management escalations in line with the company code of conduct and departmental customer service protocol. Communication of Liberator Medical Supply’s Mission and Core values through an expression and communication of Care and Appreciation to all customers ANCILLARY DUTIES AND RESPONSIBILITIES Partner with Sales Representatives to meet or exceed customer service expectations Daily review of the Contact Delivery Exception Reports for Fedex, UPS, and USPS to include vendor or customer contact regarding exception reasons and internal operational follow-up to remedy any shipment issues Daily review of the dropped call list to include transferring messages to appropriate departments via the internal phone system and/or e-mail Processing all Mastectomy product returns and exchanges and properly documenting them via the company proprietary software as a Mastectomy Call tag Monitoring Customer Service Rush Board and communicating with operations to ensure that all priority customer orders and sent out by the end of each business day Performing other duties and responsibilities as requested, directed, or assigned REPORTING RELATIONSHIP RESPONSIBILITIES
__x___ No supervisory responsibilities
__ ____ Provides work direction only
______Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline, and discharge.
MINIMUM REQUIREMENTS OR QUALIFICATIONS (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)
Education/Experience: High School Diploma or general education degree (GED); one to two years related experience and/or training; or equivalent combination of education and experience.
Language: Ability to read, analyze, and interpret medical supply publications, technical procedures, and sales training tools. Ability to write some external business correspondence. Ability to effectively present information and respond to questions from management, team members, and/or customers.
Math: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply intermediate math skills .
Reasoning: Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer: Knowledge of Word Processing software, Excel, Access and/or other database software.
Telecommunications: ability to utilize or knowledge of call center telecommunications software (i.e. dialer systems)
Licensure or Certifications required: No certifications needed
Ability to work some evening shifts, weekends, and overtime as needed
PHYSICAL DEMANDS (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. )
While performing the duties of this job, the employee is frequently required to walk, sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 lbs.
WORK ENVIRONMENT (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. )
While performing the duties of this position, the employee performs tasks in a temperature controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position. The Company officers, mid-level, and entry level management staff may assign additional duties and responsibilities as needed. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties requested by their supervisor in compliance with Federal and State Laws.
Primary Work LocationUSA FL - Stuart Airport Road
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