Associate Customer Support Rep

Associate Customer Support Representative | Atos Medical | New Berlin, WI | Hybrid work schedule

 

Join us and give people a voice!

 

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.

 

An Associate Customer Support Representative will support the overall business strategy for Atos Medical by assisting the Direct to Customer group in the North America Region. This role will support the U.S. customer call center operations and inside sales functions to optimize customer satisfaction and enhance profitable growth throughout our customer management activities. This will be achieved by assisting with activities related to client retention and revenue generation through the sales cycle.

 

ESSENTIAL FUNCTIONS:

Customer Service

• Accurately maintain, analyze, review and organize large quantities of data and provide updates on information analysis.
• Support distribution of Atos Medical Products by communicating with customers on the telephone, via email, mail and fax.
• Act as a backup to Customer Support by processing new customer sales orders and customer requests in periods of high volume.
• Responsible for taking requests by phone or web shop and accurate order entry.
• Communicate client information necessary to schedule shipment of products.
• Responsible for processing Web-Shop orders, as assigned.
• Accurately maintain departmental notes to ensure accuracy: Insurance, sales, customer, orders, customer demographic and personal profile information.
• 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.

 

Sales function

• Handling a variety of inbound and outbound customer calls.
• Complete customer outreach and contact potential new customers referred by outside leads, doctors’ orders, insurance info, web shop inquiries, etc.
• Process existing customer sales orders according to department instructions and quality procedures.
• Train on complete catalogue of Atos Medical’s medical devices to provide technical product support and problem resolution to customer inquiries and concerns.
• Support various stakeholders in monthly appointment planning and sales related tasks for North America.

 

BASIC QUALIFICATIONS:

• HS Diploma or GED
• 6 months of sales and customer service experience

 

Preferred Qualifications:

• Bachelor Degree preferred but not required
• 1-2 years of customer service/call center support experience
• Inside Sales experience strongly preferred.
• Experience in Healthcare or medical device industry preferred but not required

 

Competencies:

• Proficient with the use of technology with programs such as MS Word and Excel, Salesforce experience preferred.
• Excel analysis capabilities.
• Must have attention to detail and able to maintain accurate data entry activities.
• Possesses problem solving skills and takes initiative to resolve deadline conflicts.
• Ability to manage time, multitask, and prioritize multiple assignments.
• Outstanding communicator and proactively works to resolve issues with a positive, professional attitude.
• Capable of working independently as well as in a team environment. 

<