Position : Customer Service Representative - Remote

Location : Stuart, FL

Duration : 12 Months contract

Total Hours/week : 40.00

1st Shift

Client: Medical Device Company

Level of Experience: Mid-Level

Employment Type: Contract on W2 (Need US Citizens, GC Holders Or OPT EAD Or CPT)

Job Description:

• To provide effective customer service for all external Liberator Medical Supply, Inc. customers by utilizing in-depth knowledge of company products and programs.

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, including recalling a shipment in route, recovering packages shipped in error, and tracking package locations.
• Process customer returns according to established department policies and procedures, including 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.
• 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.
• 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:

• 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.

Skills:

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

Work Requirements:

• 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.

Disclaimer:

• 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.