Customer Support Representative

First Nation Group • Fort Myers, FL

6d • Hybrid

About The Position

The Customer Support Representative is responsible for responding to telephone, email, and fax inquiries related to products, product availability, pricing, and order status. This role processes daily orders received through phone, email, fax, and electronic systems, including all required documentation and associated paperwork. The position requires regular interaction with internal team members, various departments within the Company, Veterans Administration (VA) personnel, customers, and individual veterans to ensure timely and accurate customer support.

Requirements

• Proficient keyboarding and computer navigation skills
• Basic proficiency with Microsoft Office programs, including Outlook and Excel
• Ability to navigate multiple systems and applications simultaneously
• Ability to manage confidential information appropriately
• Willingness to learn medical equipment and healthcare related processes and systems
• High school diploma or equivalent required
• Punctuality and regular attendance are necessary to meet deadlines.
• Must maintain a positive work atmosphere by behaving and communicating in a manner to get along with customers, clients, co-workers, and management.
• Must be able to work under supervision and respond appropriately and professionally to criticism from a supervisor.
• Must follow all employee health and safety cleaning protocols as established by the work location.

Nice To Haves

• One year customer service experience preferred
• CRM experience preferred
• Virtual meeting platform experience preferred
• Associate’s degree preferred

Responsibilities

• Accurately enters and updates patient and order information received through phone calls, emails, faxes, portals, and other communication channels
• Reviews documentation for completeness and follows established procedures for order processing
• Responds to inquiries regarding order status, backorder status, shipping updates, missing documentation, payment information, and customer support issues
• Coordinates and completes required documentation for returns to the Company and external vendors
• Maintains confidentiality of patient information in accordance with Company policy and HIPAA regulations
• May be responsible for sending quotes to customers as needed
• May assist with kit fulfillment processes to ensure accurate and appropriate supplies are provided to veterans
• In the absence of the Customer Operations Director, this role may be required to handle inquiries and access and/or present information to external audit agencies, including the Accreditation Commission for Health Care (ACHC) or Medicare

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED