Technical Customer Service Representative II

Hanger, Inc. • Alpharetta, GA

27d

About The Position

The Customer Service Representative II role is responsible for providing effective, timely, and courteous service to internal and external customers by managing incoming inquiries, processing orders, and resolving issues with a focus on accuracy and customer satisfaction. This role builds-on foundational skills to support more complex tasks, operates with greater independence, and ensures compliance with regulatory and company policies. This CSR II collaborates with cross-functional teams to deliver a seamless customers experience and serves as a key liaison between the organization and its customers.

Requirements

• A minimum of 2 years of related experience.
• High School diploma or equivalent

Nice To Haves

• Experience with desktop operating systems including Windows 11
• Intermediate computer skills.
• Type minimum of 40 words per minute with minimal errors
• Excellent communication and cognitive skills, verbal and written
• Microsoft Office skills to include Excel and Word
• Ability to effectively communicate information over the phone
• Experience in a call center environment
• Critical analytical thinking skills

Responsibilities

• Will follow and enforce, HIPAA, SOX, and all Quality Regulatory requirements that may apply within their daily activities, as defined by company policy/procedures.
• Answer questions for customers, Suppliers, and inter company calls into Customer Service with an average of 30 calls per day.
• Logs "Issues", "Complaints", and "Incidents" into Salesforce.
• Keep accurate records of customer interactions and transactions taken in the ERP.
• Responsible for customer follow-ups to promote positive customer relations with all customers, suppliers, and team.
• Communicate order status to customers as needed.
• Provide communication with other departments as needed for all issues and/or complaints.
• Respond to customer inquiries via online live Chat.
• Complete manual order entry as assigned by supervisor.
• Ensures customer order confidentiality
• Assist with and complete special projects

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees