Customer Service Representative

United States·Lansing,Maumee,Port Huron+3 moremid

Customer Support SpecialistCustomer

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Quick Summary

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Greet customers and maintain a positive,

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Customer Support SpecialistCustomer

What We Offer

~3 min read

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: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

✓Greet customers and maintain a positive, empathetic and professional attitude during interactions.

✓Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.

✓Assists all internal and external customers in a professional manner.

✓After competency approval, complete bracing as needed including:Examine, interview, and measure patients to determine their appliance needs and to identify factors that could affect appliance fit.

✓Fit, test, and evaluate devices on patients, and make adjustments for proper fit, function, and comfort.

✓Instruct patients in the use and care of orthoses/prostheses, diabetic shoes, and mastectomy if applicable.

✓Maintain patient records.

✓Confer with physicians to formulate specifications and prescriptions for orthotic and prosthetic devices.

✓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.

✓Acquire and retain strong production knowledge in order to provide customers with product and service information.

✓Keeps the showroom and the shelf inventory clean, rotated and in order.

✓Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services and working with referral sources to ensure proper documentation when needed.

✓Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment.

✓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.

✓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