Customer Service Representative

Customer Service Representative

Provides exceptional service as the first point of contact for customers. Takes orders, answers questions, handles complaints and troubleshoots problems.

Essential Duties And Responsibilities :

• Greet customers and maintain a positive, empathetic and professional attitude during interactions.
• Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
• Assists all internal and external customers in a professional manner.
• Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services.
• Coordinates home equipment service request with Dispatch for prompt delivery.
• Acquire and retain strong production knowledge in order to provide customers with product and service information.
• Keeps the showroom and the shelf inventory clean, rotated and in order.
• Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services and working with referral sources to ensure proper documentation when needed.
• Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment.
• Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.
• Understanding and striving to meet or exceed department metrics while providing excellent customer service.
• Making sales or recommendations for products or services that may complement client needs, as applicable.
• Other duties as assigned by management.

Qualifications : To perform as a customer service representative successfully, an individual must be professional, proactive and positive with internal and external customers and coworkers. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Education and / or Experience :

High school diploma or general education degree (GED).

6 months of relevant customer service experience preferred.

Skills & Abilities :

Excellent interpersonal, written and oral communication skills.

Customer service orientation.

Attention to detail.

Good data entry skills.

Proficiency with computers, with strong typing skills.

Ability to work in a fast paced environment.

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 regularly required to sit, talk and hear. Call Center / PAP / Supply departments require frequent seating behind a computer with frequent typing. The employee is occasionally required to stand and walk. The employee must occasionally lift and / or move up to 25 lbs., 50 lbs. for retail. Specific vision abilities required by this job include close vision. All employees are required to work in a safe manner.

IRB Medical Equipment LLC, dba Hart Medical Equipment, is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, citizenship age, disability genetic information, height, weight, marital or veteran status or any other protected status in accordance with the requirements of applicable federal, state and local laws. Hart Medical Equipment also provides reasonable accommodation for individuals with disabilities in accordance with applicable law.