Responsibilities
- Provide first-line voice support for internal and external customers.
- Process Game Ready Direct orders, completing all required tasks set forth for the Game Ready Direct order management process.
- Build sustainable relationships and trust with patients and the sales team through open and interactive communication
- Manage large amounts of outbound and inbound calls (~45-55 calls) required for order processing and follow-up.
- Follow Patient Care communication procedures, guidelines, and policies
- Identify and assess patient needs to achieve satisfaction
- Perform patient in-services via phone to ensure proper set up of the equipment and patient understanding of how to operate the unit through their rental period.
- Provide Level 1 support for quality and technical equipment issues, as outlined in the product manual
- Ability to articulate the quality and technical issues to Level 2 support as needed while still providing the first line of support for the customer/patient
- Provide end-of-rental follow-ups including possible extensions and return questions
- Handle patient complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution
- Alert supervisor to any issues or escalations needed throughout the workday.
Required:
- Education: High School Diploma or general education degree (GED)
- Excellent written and verbal communication skills
- C1 Language Proficiency
- Job Experience:
- 3-5 Years of Relevant Work Experience
- 1-3 Years of Experience Customer Service
Preferred:
- Education:
- Associates degree or equivalent
- Applications:
- Basic Microsoft Suite Competency (Outlook, Word, Power Point)
- Previous SAP experience or other Order Management Systems a plus but not necessary
- Salesforce.com knowledge a plus but not necessary