Customer Service Representative

About the role

Koya is looking for curious and passionate individuals to join a fast-paced team transforming venous and lymphatic care through innovative, people-centric technologies that improve lives and empower self-care. We value integrity, humility, hard work, camaraderie, and fun. This full-time, exempt Customer Service Representative role is hybrid and based in our Dallas, TX location, reporting to the Director of Customer Care.

Responsibilities

• Answer inbound phone calls and emails from patients, healthcare providers, sales representatives, and others regarding product questions, issues, complaints, order status, returns, and accessory/replacement requests.
• Document all interactions in Koya systems and follow standard procedures while continuously improving them.
• Build and maintain a knowledge base for issue resolution and troubleshooting.
• Assist the quality assurance group with proper closure of complaints as required by FDA and ISO for medical devices.
• Troubleshoot basic patient issues over the phone, track complaints and returns to resolution, and escalate as necessary.
• Deliver daily productivity, quality, and customer-service standards.
• Develop efficiencies in departmental processes to maximize accuracy and timeliness.
• Ensure Koya Medical’s compliance with all state and federal regulations.

Requirements

• Minimum high school degree; college degree preferred.
• 2+ years of customer service or product support experience, highly desired.
• Medical device experience, highly desired.
• Salesforce knowledge, highly desired.
• A combination of training, education, and experience equivalent to the above qualifications may be considered.

Skills

• Excellent organization skills; detail-oriented.
• Comfortable communicating directly with patients; friendly and empathetic demeanor.
• Excellent verbal and written communication skills.
• Demonstrated ability to work independently in a fast-changing environment.
• Excellent interpersonal skills and a spirit of teamwork.
• Familiarity with ISO 13485, FDA, and cGMP, highly desired.
• Knowledge of lymphedema, highly desired.
• Ability to communicate in more than one language, desired.
• Ability to travel up to 5%.
• Strong customer service orientation while consulting with patients, physicians, and referral sources.
• Effective conflict resolution.
• Ability to maintain confidentiality and exercise extreme discretion.

Core Competencies

• Strong team player.
• Agile learner.
• Self-motivated.
• Continuous improvement mindset.
• Service focus.
• Strong communication skills.
• Mission and vision focus.

Tools and Technology

• G Suite.
• Microsoft Office Suite.
• Salesforce CRM.

Physical Requirements

The employee is regularly required to talk or hear and frequently uses hands or fingers to handle or feel objects, tools, or controls. Occasionally, the employee must stand, walk, sit, and reach with hands and arms, and lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Pay

40,000 - 45,000 USD per year.