Customer Care Center Representative II

Inogen•Huntsville, AL

8d•$19 - $22

About The Position

The Customer Care Center Representative provides customer care to respiratory consumers who obtain medical equipment directly through Inogen and supports internal operational departments with customer care issues. As a frontline contact for incoming inquiries, the representative answers product questions, processes supply orders, troubleshoots equipment issues, and works to resolve customer needs on the first call. The role uses automated systems across multiple monitors to review customer situations, enter orders and notes, and document interactions in customer accounts. Representatives balance company policy with customer benefit, support customer satisfaction as part of a collaborative team, and handle escalated calls and assigned cases while balancing inbound call volume. The position also involves processing credit card payments, identifying opportunities to upsell products, supporting customer care improvement projects, and following company and departmental procedures and performance metrics. The representative is expected to maintain professional, courteous, and accountable conduct, regular and punctual attendance, and compliance with company policies. The stated base salary range is $19.44 to $22.36 annually; actual pay is determined individually based on factors including skills, education, experience, and market location.

Requirements

High school diploma or equivalent required.
1–2 years of customer service experience required.
Previous Salesforce and/or Oracle knowledge required.
Ability to execute assigned task- and project-level work independently; some supervision is required.
Drive to meet or exceed daily key performance indicator targets.
Effective active listening and communication skills.
Demonstrated typing and grammar proficiency.
Knowledge of relevant software applications and customer service principles and practices.
Ability to collaborate with others and work in a team-oriented environment.
Ability to work in a fluid environment based on business needs.
Strong organizational skills and attention to detail.
Strong work ethic; well-organized and self-starting.
Excellent oral and written communication skills.
Effective conflict-resolution skills.
Analytical and problem-solving skills, including the ability to multitask.

Nice To Haves

Associate degree in Business Administration.
One year of experience in an inbound call support role.

Responsibilities

Handle high volumes of incoming customer requests and make outbound calls as needed to resolve questions and concerns, including case status, account updates, equipment exchanges, and supply orders.
Gather customer information, assess and fulfill customer needs, provide education where applicable, and document interactions in customer accounts.
Use automated systems across multiple monitors to analyze customer situations and enter orders and notes.
Balance company policy with customer benefit and handle issues in the best interests of the company and customer.
Contribute to customer satisfaction as part of a collaborative Customer Care Center team that proactively resolves customer issues.
Process credit card payments.
Update, assign, and close all open cases before the end of the shift.
Understand and follow company and departmental policies and procedures, including QA forms, SOPs, work instructions, and safety and security measures.
Adhere to key performance metrics and learn company product information.
Maintain high-quality, professional, and courteous customer care and build strong customer relationships with customers and other service lines.
Demonstrate professionalism, personal accountability, and follow-through.
Identify opportunities to upsell products.
Use additional technical and troubleshooting skills to help customers with difficult equipment errors.
Handle escalated customer calls professionally and provide support and resolution for case issues.
Work assigned cases efficiently while balancing inbound call workflow.
Perform ad hoc project work to support Customer Care improvement projects.
Maintain regular and punctual attendance.
Comply with all company policies and procedures.
Assist with other duties as assigned.