Customer Care Representative

Customer Care Representative | Atos Medical-US | Hybrid work schedule| New Berlin, WI

Join a growing company with a strong purpose!

Do you want to make a difference for people breathing, speaking and living with a neck stoma? At Atos Medical, our people are the strength and key to our on-going success. We create the best customer experience and thereby successful business through our 1200 skilled and engaged employees worldwide.

 

About Atos Medical

Atos Medical is a specialized medical device company and the clear market and technology leader for voice and pulmonary rehabilitation for cancer patients who have lost their voice box. We design, manufacture and sell our entire core portfolio directly to leading institutions, health care professionals and patients. We believe everyone should have the right to speak, also after their cancer. That’s why we are committed to giving a voice to people who breathe through a stoma, with design solutions and technologies built on decades of experience and a deep understanding of our users.

 

Summary

In this Customer Care role, you provide excellent customer service while managing inbound and outbound calls, order entry, technical product support, problem resolution, coordination of order process flow, customer file maintenance and performing general duties according to department and quality procedures. The typical day for a Customer Service Specialist in a call center environment includes answering 50-70 inbound calls per day. These calls range from patients looking to place an order to physicians with questions about products. Detail is critical to this position as before they can place an order with a client they must ensure they have a valid prescription and that their insurance information is up to date.
 

Essential Functions

Customer Service

• Support distribution of Atos Medical Products by communicating with customers on the telephone, via email, mail and fax.
• Respond to every voicemail, email, or internal customer within four hours.
• Provide 1 business day turn-around for all material requests (from both customers and sales reps.) and timely computer entry of customer orders.
• Process existing customer sales orders according to department instructions and quality procedures.
• Act as a backup to Customer Support by processing new customer sales orders and customer requests in periods of high volume.
• Maintain customer satisfaction through quality service, polite mannerism, educated answers and thorough follow-up.
• Continuously resell the value of Atos products to all customers.
• Maintain departmental standards for one call resolutions and minimal calls to voicemail.
• Responsible for prompt courteous customer service including accurate order entry.
• Represent the Company in a professional and courteous manner in all interactions with clients/patients.
• Communicate client information necessary to schedule shipment of products.
• Determine correct resolution to client complaints, take corrective action and monitor results.
• Responsible for processing Web-Shop orders, as assigned.
• Cross train co-workers in all procedures and processes.
• Maintain department records according to department guidelines.
• Accurately maintain departmental notes to ensure accuracy: Insurance, sales, customer, orders.
• Work closely with the Logistics, Insurance and Accounting Departments to ensure timely and accurate deliveries with customer satisfaction the primary goal.
• Communicate with Insurance department to ensure proper billing to insurance companies, contracts, other third-party payers and client/patients for all products delivered.
• Participate in Company’s Performance Management program as requested by the Performance Management Coordinator.
• Participate in Company committees when requested.
• Perform any and all other duties assigned, with a positive attitude, while keeping priority in order in mind.

 

Requirements:

• HS Diploma or GED required.
• 2 years of customer service experience
• Experience in a call center highly preferred