Retail Customer Service Representative

Customer Service RepresentativeProvides exceptional service as the first point of contact for customers. Takes orders, answers questions, handles complaints and troubleshoots problems.Essential duties and responsibilities include:Greet customers and maintain a positive, empathetic and professional attitude during interactions.Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.Assists all internal and external customers in a professional manner.After competency approval, complete bracing as needed including:Examine, interview, and measure patients to determine their appliance needs and to identify factors that could affect appliance fit.Fit, test, and evaluate devices on patients, and make adjustments for proper fit, function, and comfort.Instruct patients in the use and care of orthoses/prostheses, diabetic shoes, and mastectomy if applicable.Maintain patient records.Confer with physicians to formulate specifications and prescriptions for orthotic and prosthetic devices.Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services.Coordinates home equipment service request with Dispatch for prompt delivery.Acquire and retain strong production knowledge in order to provide customers with product and service information.Keeps the showroom and the shelf inventory clean, rotated and in order.Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services and working with referral sources to ensure proper documentation when needed.Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment.Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.Understanding and striving to meet or exceed department metrics while providing excellent customer service.Making sales or recommendations for products or services that may complement client needs, as applicable.Other duties as assigned by management.Qualifications:High school diploma or general education degree (GED).6 months of relevant customer service experience preferred.Skills & Abilities:Excellent interpersonal, written and oral communication skills.Customer service orientationAttention to detailGood data entry skillsProficiency with computers, with strong typing skillsAbility to work in a fast-paced environment.Language Skills:Proficient English (verbal, written). Second language encouraged.Mathematical Skills:Ability to add, subtract, multiply, and divide in all units of measure using a calculator.Analytical & Problem Solving Ability:Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.Physical Demands:While performing the duties of this job, the employee is regularly required to sit, talk and hear. Call Center/PAP/Supply departments require frequent seating behind a computer with frequent typing. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 lbs., 50 lbs. for retail. Specific vision abilities required by this job include close vision. All employees are required to work in a safe manner.Work Environment:Office environment for Call Center/PAP/Supply/Stock & Bill departments. Retail store for retail departments. Noise is moderate.Training:Orientation and selected courses must be completed in the designated time frame.