Customer Service Representative II

Hanger•Alpharetta, GA

18h

About The Position

Why Us? With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom. Could This Be For You? Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Your Impact Will follow and enforce ACP Confidentiality, HIPAA, SOX, and all Quality Regulatory requirements that may apply within their daily activities, as defined by company policy/procedures.

Requirements

A minimum of 2 years of related experience.
High School diploma or equivalent
Type minimum of 40 words per minute with minimal errors
Excellent communication and cognitive skills, verbal and written
Microsoft Office skills to include Excel, Word, Visio, PowerPoint
Ability to effectively communicate technical information over the phone

Nice To Haves

Experience with desktop operating systems including Windows 2000, XP and 7 environments
Knowledge of basic computer hardware
Experience with supporting various software applications and providing technical support for upgrades and enhancements
One or more years’ experience in electro-mechanical/electronics fields
Experience in a call center environment
Experience with Windows 8 operating system
Able to configure, install and support desktop hardware and software
Experience with video networking, application trouble shooting
Experience with Log Me In
AA/AS degree in electronics or equivalent preferred
Knowledge of ACP's products and services
One or more years inbound/outbound telemarketing experience
Excellent communication and cognitive skills, verbal and written
Microsoft Office Literacy (i.e. minimum skills using Microsoft Excel, Microsoft Word, Microsoft Visio and Microsoft PowerPoint)
Able to work independently and to adapt to a fast changing environment
Detail oriented and able to effectively organize and manage multiple responsibilities
Creative, self-disciplined and capable of identifying and completing critical tasks independently
Strong customer service skills
Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
Keep the patient at the center of everything that you do, building lifelong trust.
Foster open collaboration and constructive dialogue with everyone around you.
Continuously innovate new solutions, influencing and responding to change.
Focus on superior outcomes, and calibrate work processes for outstanding results.

Responsibilities

Answer technical questions for customers, dealers, and staff calls into Customer Service.
Administers complaints database for “Issues”, “Complaints”, and “Incidents”.
Keep accurate records of internal and external customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the compliance database.
Obtain and examine all relevant information provided by the customer to assess validity of complaint, determine possible causes, trouble-shoot, and facilitate the appropriate solution.
Accurately enter all supply, swaps, and replacements orders in AGW and/or MAS as needed dependent on process.
Incidents – Acquire, provide information to facilitate MDR procedures.
Assist field staff with questions and calibration issues as needed.
Manage all Outlook mailboxes, and Fax drive
Ensure appropriate data management of all customer orders within network database.
Responsible for customer follow-ups to promote positive customer relations with all customers, dealers, and staff.
Will originate phone calls to current customers to assure the best customer support, and provide information about products and services, to facilitate marketing initiatives.
Maintain relationships with new and existing customers and provides information to maximize sales volume.
Provide communication to other departments as needed for all issues and/or complaints.
Document all outbound telephone survey and sales results, when applicable.
May schedule customer dates for installation and training for new and existing customers. This will be coordinated with the Operations Department and the local CPM.

Benefits

Competitive Compensation Packages
8 Paid National Holidays & 4 additional Floating Holidays
PTO that includes Vacation and Sick time
Medical, Dental, and Vision Benefits
401k Savings and Retirement Plan
Paid Parental Bonding Leave for New Parents
Flexible Work Schedules and Part-time Opportunities
Generous Employee Referral Bonus Program
Mentorship Programs- Mentor and Mentee
Student Loan Repayment Assistance by Location
Relocation Assistance
Regional & National traveling CPO/CO/CP opportunities
Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest