Customer Service Representative / General Call Center

Status: Full Time (40 hours per week), Monday–Friday. This position is remote.

About the role

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

Responsibilities

• Assists all internal and external customers in a professional manner.
• Maintains 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 requests with Dispatch for prompt delivery.
• Engages in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
• Provides customers with product and service information.
• Maintains 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.
• Understands and strives to meet or exceed department metrics while providing excellent customer service.
• Makes sales or recommendations for products or services that may complement client needs, as applicable.
• Performs other duties as assigned by management.

Requirements

• High school diploma or general education degree (GED).
• 6 months of relevant customer service experience preferred.

Skills

• 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.
• Strong phone presence, displaying empathy, compassion, and good listening skills.

Physical demands

• Regularly required to sit, talk, and hear.
• Frequent seating behind a computer with frequent typing.
• Occasionally required to stand and walk.
• Close vision abilities required.
• All employees are required to work in a safe manner.

Benefits

Hart Medical Equipment offers a competitive salary and benefits package.