Customer Experience Associate

Key job responsibilities

You'll be a part of our growing Communications Team to help create a positive customer experience that supports our business expansion and showcases US Med-Equip as an employer and vendor of choice. You'll work directly with nurses and other clinicians to help dispatch medical equipment to hospitals so they can help their patients heal.

A day in the life

• Provide extraordinary customer service and customer experience, listening intently to their needs and responding promptly and professionally to hospital partners’ equipment requests and inquiries by telephone and other channels
• Enter data for the quick dispatch and documentation of the partner’s needs using our company portal, GoUSME
• Dispatch and communicate the partner’s needs to our branches accurately and in a timely manner
• Guide callers through troubleshooting, navigating the company portal or reaching out to local branches who can help pickup or deliver equipment
• Respond to customer questions clearly and kindly check for customer understanding and acceptance of information provided
• Establish and maintain a rapport with customers by working to anticipate their needs and share concerns with supervisors
• De-escalate situations involving frustrated customers, listening and offering patient assistance and support
• Collaborate with other call center professionals to improve customer service and experience
• Participate in regular professional development trainings and maintain updated knowledge of all equipment, services, and policies
• Additional duties as assigned by the Call Center Manager

Preferred Requirements

• Dependable and punctual record of attendance with intrinsic customer-focused motivation
• Friendly, positive demeanor showing patience, empathy, and clear understanding of professional boundaries with clients and colleagues
• An ability to learn quickly, multi-task, and utilize effective communication skills
• Flexible and adaptable with a positive disposition to changes in a fast-paced environment
• Ability to listen patiently and explain concepts in a clear, simple manner to customers
• Ability to maintain a calm and polite manner in stressful situations
• Understand and exceed Key Performance Indicators set by the Call Center Manager
• Familiarity and ability to use Microsoft Office (Outlook, Word, Excel, Teams)
• Ability to quickly learn and apply new technologies and processes
• Excellent attention to details and fast typing skills
• Familiarity with customer-relationship management (CRM) software programs preferred