Customer Service Technician Specialist

Rehab Medical•Indianapolis, IN

2d•Onsite

About The Position

Jumpstart your career at Rehab Medical, one of the nation’s leading providers of custom advanced medical equipment and a winner of multiple awards! Headquartered in Indianapolis, Rehab Medical is looking for driven, positive individuals who are ready to grow with us. Join our team and become part of a company that values your impact and development as much as the lives we improve every day. As we continue to expand our reach, we’re looking to add individuals embodying our core values, making a positive impact on the lives of others, and driving continuous personal and professional growth to our dynamic Rehab Medical team. Whether you’re supporting patients, working with teammates, or building your career, every day brings an opportunity to make a meaningful impact. The Customer Service Technician Specialist, under the direct supervision of the Customer Service Manager, shall have responsibility for responding to diagnostic inbound calls to the call center, as well as any service request initiated. The position will also require outbound calls in response to call backs from our answering service, voicemails, text requests etc. Below are additional key functions and skills for this opportunity: Monitor the call queue and demonstrate urgency in answering patient calls Provide excellent customer service with professionalism and empathy Coordinate regularly with local offices and sales representatives in all locations Updates and maintains patient information in databases Responds to customer inquiries regarding service, equipment, products, shipment, deliveries, general information and complaints Troubleshoots issues and malfunctions with equipment. Diagnosis the need for replacement parts Educates patient on service processes, general expected timeframes, and estimated financial responsibility Enters service tickets into system as necessary Tracks information and complete reports when required Comply with all aspects of compliance

Requirements

High School Diploma
Must have customer Service experience and a drive to help our customers
Must have technical aptitude and a proven history of diagnoses or repair of technical equipment
Basic computer skills including but not limited to data entry, email, and internet
Ability to communicate telephonically
Ability to maintain confidentiality
Excellent verbal and written communication skills
Ability to work independently, be detail oriented and organized
Ability to meet multiple competing deadlines
Excellent customer service skills

Responsibilities

Monitor the call queue and demonstrate urgency in answering patient calls
Provide excellent customer service with professionalism and empathy
Coordinate regularly with local offices and sales representatives in all locations
Updates and maintains patient information in databases
Responds to customer inquiries regarding service, equipment, products, shipment, deliveries, general information and complaints
Troubleshoots issues and malfunctions with equipment.
Diagnosis the need for replacement parts
Educates patient on service processes, general expected timeframes, and estimated financial responsibility
Enters service tickets into system as necessary
Tracks information and complete reports when required
Comply with all aspects of compliance