Customer Service Representative

Status: Full Time
Location: Petoskey, MI

About the role

Provides exceptional service as the first point of contact for customers. Takes orders, answers questions, handles complaints and troubleshoots problems.

Responsibilities

• Assists all internal and external customers in a professional manner
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services
• Coordinates home equipment service request with Dispatch for prompt delivery
• Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed
• Provide customers with product and service information
• Maintain current knowledge on Medicare, Medicaid and third party payor sources for equipment
• Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services
• Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance
• Understanding and striving to meet or exceed department metrics while providing excellent customer service
• Making sales or recommendations for products or services that may complement client needs, as applicable
• Other duties as assigned by management
• Retail: Greets customers as they enter the store
• Keeps the showroom and the shelf inventory clean, rotated and in order

Requirements

• High school diploma or general education degree (GED)
• 6 months of relevant customer service experience preferred
• Excellent interpersonal, written and oral communication skills
• Customer service orientation
• Attention to detail
• Good data entry skills
• Proficiency with computers, with strong typing skills
• Ability to work in a fast paced environment

Physical Demands

• While performing the duties of this job, the employee is regularly required to sit, talk and hear
• Call Center/PAP/Supply departments require frequent seating behind a computer with frequent typing
• The employee is occasionally required to stand and walk
• The employee must occasionally lift and/or move up to 25 lbs., 50 lbs. for retail
• Specific vision abilities required by this job include close vision
• All employees are required to work in a safe manner

Benefits

Hart Medical Equipment offers a competitive salary and benefits package.