Customer Support Representative

Job Description

Job Description

Position Overview :

The Customer Support Representative is responsible for responding to telephone, email, and fax inquiries related to products, product availability, pricing, and order status. This role processes daily orders received through phone, email, fax, and electronic systems, including all required documentation and associated paperwork. The position requires regular interaction with internal team members, various departments within the Company, Veterans Administration (VA) personnel, customers, and individual veterans to ensure timely and accurate customer support.

 

Responsibilities :  

·       Accurately enters and updates patient and order information received through phone calls, emails, faxes, portals, and other communication channels

·       Reviews documentation for completeness and follows established procedures for order processing

·       Responds to inquiries regarding order status, backorder status, shipping updates, missing documentation, payment information, and customer support issues

·       Coordinates and completes required documentation for returns to the Company and external vendors

·       Maintains confidentiality of patient information in accordance with Company policy and HIPAA regulations

·       May be responsible for sending quotes to customers as needed

·       May assist with kit fulfillment processes to ensure accurate and appropriate supplies are provided to veterans

·       In the absence of the Customer Operations Director, this role may be required to  inquiries and access and or present information to external audit agencies, including the Accreditation Commission for Health Care (ACHC) or Medicare

 

Supervisory Responsibilities :

This position does not supervise other employees.

 

Required Skills :

·       Proficient keyboarding and computer navigation skills

·       Basic proficiency with Microsoft Office programs, including Outlook and Excel

·       Ability to navigate multiple systems and applications simultaneously

·       Ability to manage confidential information appropriately

·       Willingness to learn medical equipment and healthcare related processes and systems

 

Preferred Skills :

·       One year customer service experience preferred

·       CRM experience preferred

·       Virtual meeting platform experience preferred

Education and Credential Requirements :

·       High school diploma or equivalent required

·       Associate’s degree preferred

 

Core Competencies :

·       Self-starter

·       Ability to work independently, and in teams, to consistently meet commitments

·       Comfortable working in a dynamic and fast-paced environment

·       Utilizes proactive approach to issues and problem solving

• High personal discipline, attention to detail and work quality

·       Desire and motivation to learn new skills and expand knowledge to improve job performance and self-improvement

·       Strong verbal and written communication skills; ability to communicate effectively with all levels

·       Strives for excellence and upholds organizational standards such as cooperation and confidentiality

 

Role Specific Competencies :

·       Demonstrates clear, professional, and courteous communication in all customer interactions (phone, email, chat, or in person)

·       Actively listens to understand customer needs, concerns, and questions with empathy

·       Prioritizes tasks to manage multiple customer cases simultaneously without compromising service

·       Follows through on customer requests and commitments in a timely manner

·       Uses knowledge of products/services to guide customers to the best solution

·       Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight

·       Diligently attends to details and pursues quality in accomplishing tasks

·       Maintains composure in highly stressful or adverse situations

·       Diplomatically handles challenging or tense interpersonal situations

Work Environment :

This position operates in an office and/or remote office environment. Use of standard office equipment, such as computers and phones, is required.

 

Physical Demands :

The physical demands included here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

 

Must pass drug testing.

 

While performing the duties of this job, the employee is regularly required to hear and communicate effectively, both verbally and in writing. While primarily sedentary, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand, as necessary. Extensive use of a computer is required, including a minimum of 6 hours per day, entering data. May be required to lift up to 20 pounds.

 

Travel :

No travel required.

 

Position Type/Expected Hours of Work :

This is a full-time, hourly non-exempt position. Some overtime is routinely expected.

 

AAP/EEO Statement:

First Nation Group provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal or local law.

 

Other Duties & Essential Functions :

Punctuality and regular attendance are necessary to meet deadlines. With the exception of STD/LTD/FMLA & approved time off, attendance is considered essential.

 

Must maintain a positive work atmosphere by behaving and communicating in a manner to get along with customers, clients, co-workers, and management.

 

Must be able to work under supervision and respond appropriately and professionally to criticism from a supervisor.

 

Must follow all employee health and safety cleaning protocols as established by the work location.

 

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Company Description

Are you looking for a position with competitive compensation that will also allow you to make a difference in Veteran lives and the lives of those underserved in your community? Then First Nation Group is the just the company you have been searching for!

First Nation Group is driven by the power of purpose – it’s central to our success and fuels our mission to make significant impact on the Veterans and active-duty military we support and the underserved in communities where we live and work. We empower our employees to make decisions that ultimately improve their communities through a 10:1 Employee Match program, serve their neighbors, and selflessly give their time to others in need.

Joining the First Nation Group family provides the opportunity to:

· Work for a premier Service-Disabled Veteran-Owned Small Business

· Support Women-Owned Small Business

· Serve Veterans and active-duty military personnel and families through distribution of medical-surgical equipment and supplies, generic pharmaceuticals, and remote setup solutions.

· Support 130+ nonprofit organizations annually

· Qualify for 11 paid holidays and 16 days of paid time off (PTO)

First Nation Group is more than just a company focused on professional achievement, it is a family that is committed to the personal development of each team member. Whether it be a team building exercise through our monthly Wellness Program initiatives, or giving back to our Veterans and local communities through volunteerism, the First Nation Group family keeps each other moving forward #TOGETHERSTRONG and we want YOU to be a part of our culture!

Company Description

Are you looking for a position with competitive compensation that will also allow you to make a difference in Veteran lives and the lives of those underserved in your community? Then First Nation Group is the just the company you have been searching for!\r\n\r\nFirst Nation Group is driven by the power of purpose – it’s central to our success and fuels our mission to make significant impact on the Veterans and active-duty military we support and the underserved in communities where we live and work. We empower our employees to make decisions that ultimately improve their communities through a 10:1 Employee Match program, serve their neighbors, and selflessly give their time to others in need.\r\n\r\nJoining the First Nation Group family provides the opportunity to:\r\n\r\n· Work for a premier Service-Disabled Veteran-Owned Small Business\r\n\r\n· Support Women-Owned Small Business\r\n\r\n· Serve Veterans and active-duty military personnel and families through distribution of medical-surgical equipment and supplies, generic pharmaceuticals, and remote setup solutions.\r\n\r\n· Support 130+ nonprofit organizations annually\r\n\r\n· Qualify for 11 paid holidays and 16 days of paid time off (PTO)\r\n\r\nFirst Nation Group is more than just a company focused on professional achievement, it is a family that is committed to the personal development of each team member. Whether it be a team building exercise through our monthly Wellness Program initiatives, or giving back to our Veterans and local communities through volunteerism, the First Nation Group family keeps each other moving forward #TOGETHERSTRONG and we want YOU to be a part of our culture!