Customer Service Representative - CSR

Job Description

Job Description

Customer Service Representative

Full Time - In Office Position

Job Summary

The Customer Service Representative serves as a key point of contact for patients, families, and healthcare providers, delivering compassionate and efficient support. This role is responsible for managing inbound and outbound calls, processing medical equipment orders and service requests, and ensuring accurate, timely documentation. The ideal candidate excels in communication, problem-solving, and multitasking, with the ability to navigate multiple systems and collaborate across teams to deliver exceptional service and support.

Essential Duties and Responsibilities

• Professionally handle inbound and outbound phone calls with empathy, ensuring a positive experience for patients and healthcare partners.
• Accurately document all interactions and updates across multiple systems in a timely manner.
• Monitor order statuses and proactively address delivery and routing issues.
• Communicate clearly with customers and internal teams, providing instructions, support, ETAs, and delivery updates.
• Navigate multiple software platforms to verify orders, update customer information, and manage workflow routing.
• Apply critical thinking and problem-solving skills to resolve inquiries, delivery challenges, and routing concerns.
• Collaborate with cross-functional teams to ensure efficient service and optimize driver routes.
• Prepare and distribute daily reports and key updates to internal teams.
• Responsibilities may also include other duties and tasks assigned by management to support business needs.

Requirements

Maintain regular and reliable attendance in accordance with company policy.

National HME is committed to providing a workplace that promotes fairness, respect, and equal opportunity for all employees. Employment decisions are made based on job-related qualifications and performance, without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law. This commitment to equal opportunity applies to all terms and conditions of employment, including assignments, promotions, compensation, training, and discipline.

Every day, our team members make an impact on the lives of others within their communities. They are compassionate, caring, and friendly and provide comfort to those in hospice care. You will go home every day knowing that you made someone’s life better. If you are looking for work with a purpose, come join our growing team and make a difference!