CSR

About the role

The Customer Service Representative (CSR) plays a critical role in ensuring customer satisfaction by acting as the primary point of contact between the company and its clients. This position involves addressing customer inquiries, resolving complaints, and providing detailed information about products and services to enhance the overall customer experience. The CSR is responsible for maintaining accurate records of customer interactions and transactions, ensuring that all communications are handled professionally and efficiently. By effectively managing customer relationships, the CSR contributes to customer retention and supports the company’s reputation for excellent service. This role requires a proactive approach to problem-solving and the ability to work collaboratively with other departments to meet customer needs.

Responsibilities

• Knowledgeable of and adheres to all applicable AMS policies, procedures, and patient protocols.
• Compliant with government regulations, professional standards and safety of equipment.
• Conducts him/herself as a professional representative of AMS, bearing in mind that his/her conduct and appearance are a reflection of the entire organization.
• Responsible for thinking and acting safely, using proper body mechanics, ie; lifting from knees.
• Promotes and maintains a company environment which is in compliance with federal, state, and local regulatory agencies.
• Knowledgeable of insurance rules and regulations, community resources, and medical equipment availability.
• Develops technical knowledge of the products/services provided by AMS and is able to provide information of same to others upon request.
• Answers telephone according to AMS policy.
• Follows through with patient drop ship orders in a timely manner.
• Assists the Administrator in Quality Improvement activities and assignments.
• Ensures that the daily mail is taken to the Post Office.
• Calculates the daily cash out process.
• Understands and is competent at performing the patient intake process, including using HDMS & Point of Service.
• Tracks retail inventory, and orders stock according to AMS policy.
• Work at other locations as necessary to cover vacations, days off, sick days.
• Become a certified diabetic shoe fitter.
• Performs other duties as assigned.

Skills

• The required communication skills enable the CSR to clearly and empathetically interact with customers, ensuring their concerns are understood and addressed effectively.
• Time management and multitasking abilities help the CSR handle a high volume of inquiries without compromising service quality.
• Preferred skills such as bilingual communication and conflict resolution further enhance the CSR’s capability to serve a diverse customer base and manage challenging situations with professionalism.