Customer Service Representative

Job Details

Job Location: Corporate HeadQuarters - Blaine, MN 55449

Position Type: Full Time

Education Level: High School

Salary Range: $26.00 - $30.00

Hourly

Travel Percentage: None

Job Shift: Day

Job Category: Customer Service

Work Location: Remote

Minnesota-based candidates preferred. Minnesota-based employees may be required to attend occasional onsite meetings, training, or other business activities at our Blaine, MN location.

Company Overview:

OrthoCor Medical is a business unit of Caerus Corp and is headquartered in Blaine, MN. At Caerus Corp, we are committed to fostering a dynamic and inclusive workplace that values collaboration and innovation. We believe in empowering our employees. If you are looking for an exciting career where you can make an impact, we would love to hear from you!

Position Summary:

The Customer Service Support Representative plays a crucial role in delivering exceptional patient support and technical assistance for the company’s medical products. This role involves handling inquiries via phone, email, and text, troubleshooting product issues, and collaborating with internal teams to enhance service quality. The ideal candidate will be a strong communicator with excellent problem-solving skills and a commitment to patient satisfaction. This position requires patience, empathy, and outstanding communication skills. This position requires a strong performer with the ability to prioritize, plan, and direct their own work to exceed KPIs and departmental goals.

Duties and Responsibilities:

• Handle assigned patient cases in the case management system from initial contact through resolution, including case creation, task completion, status updates, follow‑up activities, and case closure
• Provide professional, compassionate, and timely support to patients through inbound and outbound phone calls, email, and text communication
• Educate patients on proper device setup, use, care, troubleshooting, expected outcomes, and the use of Pulse Shortwave Therapy and applicable technologies
• Follow established procedures to troubleshoot product and service issues, gather relevant information, resolve routine issues, and escalat e issues when additional support is required
• Process product‑related service requests, including delivery issues, returns, replacements, product return authorizations (RMAs), and requests for additional garments or products
• Coordinate with Sales Representatives, Quality, Operations, and other internal teams to support the resolution of patient issues and provide timely updates
• Identify and elevate product complaints, adverse events, safety concerns, and other reportable issues; provide information and documentation to support Quality and Regulatory review in accordance with company procedures and regulatory requirements
• Document patient interactions, product concerns, troubleshooting activities, complaints, resolutions, and follow‑up actions in the case management system and applicable systems
• Triage patient inquiries and refer them to the appropriate department or resource when additional support is required
• Maintain accurate and confidential patient and case information in compliance with HIPAA and applicable company policies and procedures
• Follow established standard operating procedures and provide feedback to support improvements to patient service and case‑management processes
• Perform data entry, database maintenance, data cleanup, reporting, and administrative tasks and projects as assigned

Qualifications

• High school diploma or GED required; associate degree preferred.
• 2+ years of customer service, patient support, technical support, or related experience required.
• Experience resolving customer or patient issues, including the ability to troubleshoot routine issues and de‑escalate challenging situations.
• Strong verbal and written communication skills with the ability to communicate clearly and empathetically with patients.
• Ability to learn and explain medical‑device products, procedures, and technology.
• Ability to use case management, CRM, database, and other computer systems to document and manage patient information.
• Strong organizational skills and attention to detail, with the ability to manage multiple cases and follow established procedures.
• Ability to maintain confidential patient information and follow HIPAA, company, and regulatory requirements.

Compensation:

Caerus Corp provides the following information about compensation for this position:

• Hourly Rate: $26-30 per hour based on experience

Benefits:

• Health, dental, vision, basic life, and AD&D insurance
• 401(k) retirement plan with employer match
• Paid time off (Vacation and Protected paid time) and 6 company designated holidays
• Tuition Assistance Program
• Employee Brace Program

The salary range is based on several factors which will vary based on position. These include labor markets and, in some instances, may include but not limited to education, work experience, scope and responsibilities of position and geographic location.

Employment Eligibility / E-Verify:

Caerus Corp participates in the federal E-Verify program to confirm the employment eligibility of all newly hired employees. Employment eligibility will be verified after hiring through completion of Form I-9 and the E-Verify process, as required by law.

Equal Opportunity Employer:

Caerus Corp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by applicable federal, state, or local law.

Reasonable Accommodation

The Company is committed to providing reasonable accommodation to qualified individuals with disabilities. If you require assistance or accommodation during the application process, please contact View email address on click.appcast.io.

Caerus Corp., headquartered in Blaine, MN is a developer, manufacturer, and marketer of innovative medical devices and soft goods. Our brands include: OrthoCor Medical, Red Fox Innovations and New Options Sports.