Customer Service Representatives

Millenniumsoft•Stuart, FL

1d•Onsite

About The Position

To provide effective customer service for all external Liberator Medical Supply, Inc. customers by utilizing in-depth knowledge of company products and programs.

Requirements

High School Diploma or general education degree (GED); one to two years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyzes, and interprets medical supply publications, technical procedures, and sales training tools.
Ability to write some external business correspondence.
Ability to effectively present information and respond to questions from management, team members, and/or customers.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Ability to apply intermediate math skills.
Ability to solve practical problems and deal with a variety of variables.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Knowledge of Word Processing software, Excel, Access and/or other database software.
Ability to utilize or knowledge of call center telecommunications software (i.e. dialer systems)

Responsibilities

Provide timely and accurate information to customers regarding their order status and/or product information requests.
Process customer orders/changes according to established department and intra-departmental policies and procedures, including recalling a shipment in route, recovering packages shipped in error, and tracking package locations.
Process customer returns according to established department policies and procedures, including thorough knowledge on the departmental return merchandise authorization process (RMA).
Work closely with the Medical Billing department to resolved disputed Billing charges.
Provide timely feedback to Customer Service Management regarding service failures or customer concerns.
Documenting customer calls within the organizations propriety software systems to include the creating and processing of service tickets.
Effectively overcoming objections relative to customer cancellations and management escalations in line with the company code of conduct and departmental customer service protocol.
Communication of Liberator Medical Supply’s Mission and Core values through an expression and communication of Care and Appreciation to all customers.
Partner with Sales Representatives to meet or exceed customer service expectations.
Daily review of the Contact Delivery Exception Reports for Fedex, UPS, and USPS to include vendor or customer contact regarding exception reasons and internal operational follow-up to remedy any shipment issues.
Daily review of the dropped call list to include transferring messages to appropriate departments via the internal phone system and/or e-mail.
Monitoring Customer Service Rush Board and communicating with operations to ensure that all priority customers’ orders and sent out by the end of each business day.
Performing other duties and responsibilities as requested, directed, or assigned.