Customer Account Services Specialist I

About the role

The Customer Account Services Specialist I role will work with either institutions and clinics or patients/caregivers by answering product and service questions. In addition, they will process orders, prepare correspondence and fulfill customer needs to ensure excellent service standards and maintain high customer satisfaction.

Responsibilities

• Serve as the primary contact for customers including, medical providers (hospitals, implant centers, research centers) and professional (surgeons, audiologists, educators) contacts regarding product needs.
• Serve as the primary contact for customers including patients/family members regarding product needs.
• Accurately process Institution Requests (e.g. Purchase Orders, Loaner Orders, etc.) by efficiently managing multiple inbound and outbound communication channels.
• Accurately process Patient Requests (e.g. Troubleshooting, warranty orders, etc.) by efficiently managing multiple inbound and outbound communication channels.
• Manage customer account needs in accordance with policy/ guidance but also exercise judgment in meeting customer needs and enhancing the customer experience.
• Collaborate with all internal staff members including Insurance Support Services, Audiology Technical Support Services, Accounting, Product Control, Order Fulfillment, and Sales teams on a regular basis to help maintain account relationships.

Qualifications

• High School graduate or equivalent
• Minimum 1-2 years Customer Account experience or equivalent, preferred
• Excellent written and verbal communication skills
• Excellent customer service for both internal and external customers
• Handle assigned responsibilities with minimal supervision
• Complete assigned tasks accurately and efficiently and assist others when assigned work is complete
• Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook) and ability to learn various systems used by customer care personnel
• Excellent people skills and the ability to deal with challenging and stressful situations
• Learn and carry out MED-EL Quality System requirements, detailed operational procedures, and various regulatory requirements relevant for medical device companies, Medicare and Medicaid Providers
• Perform under pressure, including time-sensitive deadlines, quality audits and various regulatory (FDA, HIPAA, Medicare, OIG, OCI) inspections, etc.

Location

Located near, or willing to relocate to, Durham, NC.