Ecommerce Customer Service Representative

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

• 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 processes for equipment services
• Coincides 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
• 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
• Other duties as assigned by management

Qualifications

• Professional, proactive and positive with internal and external customers and coworkers
• Education and/or experience: High school diploma or general education degree (GED), 6 months of relevant customer service experience preferred
• Skills and abilities: Excellent interpersonal, written and oral communication skills, customer service orientation, attention to detail, good data entry skills, proficiency with computers, strong typing skills, ability to work in a fast-paced environment