Customer Support Representative
On-siteFort Myers, Florida, United States
Job Summary
Respond to telephone, email, and fax inquiries regarding product availability, pricing, order status, and customer support issues. Accurately enter and update patient and order information from multiple communication channels while reviewing documentation for completeness. Coordinate returns to vendors and assist with kit fulfillment processes for veterans. Maintain strict confidentiality of patient information in accordance with HIPAA regulations and Company policy. May send quotes to customers and act as a point of contact for external audit agencies when the Director is absent. Requires full-time, hourly non-exempt status with routine overtime expectations.
Required Qualifications
- Proficient keyboarding and computer navigation skills
- Basic proficiency with Microsoft Office programs, including Outlook and Excel
- Ability to navigate multiple systems and applications simultaneously
- Ability to manage confidential information appropriately
- Willingness to learn medical equipment and healthcare related processes and systems
- High school diploma or equivalent
- Must pass drug testing
- Must be able to lift up to 20 pounds
- Must be able to work under supervision and respond appropriately and professionally to criticism from a supervisor
- Must follow all employee health and safety cleaning protocols as established by the work location
- Punctuality and regular attendance are necessary to meet deadlines
- Must maintain a positive work atmosphere by behaving and communicating in a manner to get along with customers, clients, co-workers, and management
Desired Qualifications
- One year customer service experience
- CRM experience
- Virtual meeting platform experience
- Associate's degree
- Self-starter
- Ability to work independently, and in teams, to consistently meet commitments
- Comfortable working in a dynamic and fast-paced environment
- Utilizes proactive approach to issues and problem solving
- High personal discipline, attention to detail and work quality
- Desire and motivation to learn new skills and expand knowledge to improve job performance and self-improvement
- Strong verbal and written communication skills; ability to communicate effectively with all levels
- Strives for excellence and upholds organizational standards such as cooperation and confidentiality
- Demonstrates clear, professional, and courteous communication in all customer interactions (phone, email, chat, or in person)
- Actively listens to understand customer needs, concerns, and questions with empathy
- Prioritizes tasks to manage multiple customer cases simultaneously without compromising service
- Follows through on customer requests and commitments in a timely manner
- Uses knowledge of products/services to guide customers to the best solution
- Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight
- Diligently attends to details and pursues quality in accomplishing tasks
- Maintains composure in highly stressful or adverse situations
- Diplomatically handles challenging or tense interpersonal situations
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