Customer Service Representative

Customer Service Representative

Northwest Respiratory Services, a leading provider of oxygen & respiratory products throughout the Midwest & Northern Rockies is hiring a Customer Service Representative for our Eagan, MN office to assist with servicing customers over the phone.

The Customer Service Representative provides exemplary customer service to internal customers, external customers, and all referral sources. This role is responsible for the daily processing of incoming phone calls from state branches, customers and referral partners regarding order requests, service needs and equipment issues. As the first point of contact, this position delivers empathetic, accurate, and professional communication that supports our customers' health and quality of life.

Essential duties and responsibilities include the following (other duties may be assigned):

• Process oxygen and durable medical equipment orders, including tank orders and fills, supply orders, add-on equipment, service discontinuations, and equipment pick-ups.
• Interact with branch staff regarding customer information, orders and paperwork processing.
• Troubleshoot equipment issues over the phone and communicate with Operations Managers, Service Technicians and Respiratory Therapists to resolve problems.
• Accurately document customer complaints and compliments; escalate unresolved issues to the appropriate department manager when necessary.
• Attend one-on-one feedback sessions, staff meetings, annual training sessions and required competency testing.
• Develop and maintain a working knowledge of the NRS Employee Handbook, Safety Manual and Policy and Procedure Manual.
• Work scheduled Saturdays and extended shifts as required. Must be willing to work Saturdays
• Perform miscellaneous duties including filing patient records and processing Veterans Administration travel orders.

Key qualifications:

• High school diploma or GED required
• Minimum of one (1) year of call center customer service experience required.
• Medical terminology and/or medical billing experience preferred.
• Understanding of HIPAA and the ability to handle confidential and sensitive information.
• Excellent telephone communication and customer service skills.
• Detail-oriented, highly organized, and able to multitask in a fast-paced environment.
• Accurate typing, data entry and order processing skills.
• Ability to exercise sound judgment when handling customer calls.
• Ability to be punctual, dependable and maintain a stable work history
• Bilingual skills are a plus!
• Proficiency with computer-based data entry and order processing systems
• Ability to read, interpret and follow instructions, policies and procedural documents
• Ability to add, subtract, multiply, and divide using all units of measure.
• Actively promotes and complies with all safety and security procedures
• Proper use of equipment and materials at all times

We offer a competitive benefits package including: Medical, Dental, and Vision insurance, HSA & FSA options, 401(k) retirement plan w/ company contribution, Long-term and Short-term Disability insurance, Company-paid Life insurance, Voluntary Life, Accident, and other supplemental insurance, Pet insurance, Vacation, sick, and paid holidays, Learning and development opportunities.

Northwest Respiratory Services