Customer Service Representative - Retail

SUMMARY

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

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Affords assistance to all internal and external customers in a professional manner.
• Maintains a positive, empathetic, and professional attitude toward customers at all times.
• Accepts requests from various sources (phone, fax, e-Commerce, in-person) and completes necessary processes for equipment services.
• Collaborates with Dispatch for prompt delivery of home equipment service requests.
• Engages in active listening with customers, confirming or clarifying information, and diffusing angry customers, as needed.
• Shares product and service information with customers.
• 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.
• Fulfills policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.
• 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.

Retail

• Greets customers as they enter the store.
• Keeps the showroom and shelf inventory clean, rotated, and in order.

QUALIFICATIONS

• Professional, proactive, and positive with internal and external customers and coworkers.
• 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

• Sit, talk, and hear while performing the duties of this job.
• Call Center/PAP/Supply departments require frequent seating behind a computer with frequent typing.
• 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.