Customer Service Representatives

Position Customer Service Representative Location Stuart, FL Duration 12-Month Contract Total Hours per Week 40.00 Shift 1st Shift: 3 days: 9:00 AM - 5:30 PM, 1 day: 10:30 AM - 7:00 PM, 1 day: 12:30 PM - 9:00 PM Job Description Provide effective customer service for all external Liberator Medical Supply, Inc. customers by utilizing in-depth knowledge of company products and programs. Primary Duties and Responsibilities Provide timely and accurate information to customers regarding order status and product information requests. Process customer orders/changes according to established department and intra-departmental policies and procedures. Process customer returns according to established department policies and procedures, including thorough knowledge of RMA process. Work closely with the Medical Billing department to resolve disputed billing charges. Provide timely feedback to Customer Service Management regarding service failures or customer concerns. Document customer calls within the organization’s proprietary software systems to create and process service tickets. Effectively overcome objections related to customer cancellations and manage escalations in line with the company code of conduct and departmental customer service protocol. Communicate Liberator Medical Supply’s mission and core values through expressions of care and appreciation to all customers. Ancillary Duties and Responsibilities 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 contact vendors or customers regarding exception reasons and remediate shipment issues. Daily review of the dropped call list and transfer messages to appropriate departments via the internal phone system and/or email. Monitor the Customer Service Rush Board and communicate with operations to ensure that all priority customers’ orders are shipped by the end of each business day. Perform other duties and responsibilities as requested, directed, or assigned. Reporting Relationship No supervisory responsibilities. Provides work direction only. Provides work direction plus responsibility for hiring, promotions, transfers, performance management, discipline, and discharge. Minimum Requirements or Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and Experience High School Diploma or GED; one to two years related experience and/or training; or equivalent combination of education and experience. Skills Language: Ability to read, analyze, and interpret medical supply publications, technical procedures, and sales training tools; ability to write external business correspondence. Ability to effectively present information and respond to questions from management, team members, and/or customers. Math: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages; apply intermediate math skills. Reasoning: Ability to solve practical problems and deal with a variety of variables; interpret a variety of instructions in written, oral, diagram, or schedule form. Computer: Knowledge of Word Processing, Excel, Access, and/or other database software. Telecommunications: Ability to utilize or possess knowledge of call center telecommunications software (dialer systems). Licensure or Certifications Required No certifications needed. Work Requirements Ability to work some evening shifts, weekends, and overtime as needed. Physical Demands Frequently required to walk, sit; use hands to handle; talk or hear; occasionally stand; occasionally lift and/or move up to 10 lbs. Work Environment Performs tasks in a temperature-controlled office environment under normal office conditions; moderate noise level; minimal exposure to hazards or physical risks. Disclaimer The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position. Company officers, mid-level, and entry-level management staff may assign additional duties and responsibilities as needed. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties requested by their supervisor in compliance with Federal and State laws. #J-18808-Ljbffr MillenniumSoft Inc