Customer Experience Associate

US MED- EQUIP LLC•Houston, TX

4d•Onsite

About The Position

You'll be a part of our growing Communications Team to help create a positive customer experience that supports our business expansion and showcases US Med-Equip as an employer and vendor of choice. You'll work directly with nurses and other clinicians to help dispatch medical equipment to hospitals so they can help their patients heal.

Nice To Haves

Dependable and punctual record of attendance with intrinsic customer-focused motivation
Friendly, positive demeanor showing patience, empathy, and clear understanding of professional boundaries with clients and colleagues
An ability to learn quickly, multi-task, and utilize effective communication skills
Flexible and adaptable with a positive disposition to changes in a fast-paced environment
Ability to listen patiently and explain concepts in a clear, simple manner to customers
Ability to maintain a calm and polite manner in stressful situations
Understand and exceed Key Performance Indicators set by the Call Center Manager
Familiarity and ability to use Microsoft Office (Outlook, Word, Excel, Teams)
Ability to quickly learn and apply new technologies and processes
Excellent attention to details and fast typing skills
Familiarity with customer-relationship management (CRM) software programs preferred

Responsibilities

Provide extraordinary customer service and customer experience, listening intently to their needs and responding promptly and professionally to hospital partners’ equipment requests and inquiries by telephone and other channels
Enter data for the quick dispatch and documentation of the partner’s needs using our company portal, GoUSME
Dispatch and communicate the partner’s needs to our branches accurately and in a timely manner
Guide callers through troubleshooting, navigating the company portal or reaching out to local branches who can help pickup or deliver equipment
Respond to customer questions clearly and kindly check for customer understanding and acceptance of information provided
Establish and maintain a rapport with customers by working to anticipate their needs and share concerns with supervisors
De-escalate situations involving frustrated customers, listening and offering patient assistance and support
Collaborate with other call center professionals to improve customer service and experience
Participate in regular professional development trainings and maintain updated knowledge of all equipment, services, and policies
Additional duties as assigned by the Call Center Manager