Client Job Description

Customer Service Representative - Remote

Pay Rate: $19.33/hr.

Description/Comment:

Provides customer services relating to sales, sales promotions, installations, and communications. Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys. This position requires knowledge that is acquired through experience, specialized education, or training. The role has clearly defined procedures and tasks as well as defined guidelines to aid in decision making. The job requires a basic understanding of work routines and procedures in own discipline. The technical procedures for this level are well defined. The job works within well-defined procedures that may involve a variety of work routines. This job typically requires a minimum of 2 or more years' experience.

Additional Job Details:

Qualifications and Work Experience

Required

* Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

* Computer skills (e.g. ERP systems, Customer Relationship Management (CRM) system, Excel Word and Power Bi) and navigation between various platforms and systems.

* Problem solving and professional communication skills.

* Organizational, customer service and follow up skills.

* Phone skills; ability to maintain composure in stressful situations.

* Interpersonal skills with ability to successfully communicate verbally and in writing.

* Accuracy in data entry and report generation.

* Ability to effectively prioritize tasks.

* Must be able and willing to work successfully in a team environment.

Job Summary

Timely and accurately validate and process POs and replenishment orders, to ensure proper and timely shipment of product and revenue recognition. Work closely with operations department and business partners to communicate and resolve discrepancies, while maintain appropriate workload and efficiency rates.

Essential Duties & Responsibilities (detailed descriptions)

* Ability to effectively prioritize tasks and complete complex purchase orders in a high-volume, customer-focused environment.

* Ability to perform required tasks in a remote non distracting environment to ensure highest quality of performance can be achieved.

* Process all work in accordance with relevant working practices and standard operating procedures. Follow prescribed document retention procedures.

* Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.

* Must have the ability to work flexible hours, as needed to support the business needs including some company holidays, weekends, before and after hours, and limit time off the last three business days of every month.

* Escalate internal and external customer requests to appropriate POC.

Bill for Surgery Product Usage

* Responsible for all PO (Bill Only, Ship and Bills, GHX and other future EDI platforms) entry accuracy as the front line for data entry. This includes pushing back where the data that has been submitted is incorrect.

* Build relationships with hospital billing specialists and support surgery product usage questions

* Follow up with hospital to collect purchase orders and clarify discrepancies.

Validate Surgery Product Usage

* Check and validate accuracy of incoming surgery product usage cases.

* Support Sales Reps in case of product usage discrepancies and pricing.

Replenish Surgery Product Usage

* Verify accuracy of lot code reservations as needed and support actions needed for resolution and reservation.

* Validate the ship to and replenishment locations of orders with sales and operations partners.

Provide Sales Support

* Build relationships with Sales Reps and support requested product/case info.

* Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Research responses with sales.

* Determine when Rep support requires escalation based on complexity of request and priority level of need.

Provide Customer Support Services

* Be the customer-facing voice and develop creative solutions to customer issues. Provide phone support for inquiries from sales and healthcare professionals.

* Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

* Provide proactive updates on order status to accelerate billing process.

* Ensure that hospital-requested products are on track for delivery and communicate kit needs to warehouse if quick delivery is required.

* Determine when hospital requests require escalation, based on complexity of request or high priority need.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.