Job Title: Customer Service Location: Remote Compensation: $17.00-$19.33 Type: Contract Responsibilities
Ability to effectively prioritize tasks and complete complex purchase orders in a high-volume, customer-focused environment.
Ability to perform required tasks in a remote non distracting environment to ensure highest quality of performance can be achieved.
Process all work in accordance with relevant working practices and standard operating procedures. Follow prescribed document retention procedures.
Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
Must have the ability to work flexible hours, as needed to support the business needs including some company holidays, weekends, before and after hours, and limit time off the last three business days of every month.
Escalate internal and external customer requests to appropriate POC. Bill for Surgery Product Usage
Responsible for all PO (Bill Only, Ship and Bills, GHX and other future EDI platforms) entry accuracy as the front line for data entry. This includes pushing back where the data that has been submitted is incorrect.
Build relationships with hospital billing specialists and support surgery product usage questions
Follow up with hospital to collect purchase orders and clarify discrepancies. Validate Surgery Product Usage
Check and validate accuracy of incoming surgery product usage cases.
Support Sales Reps in case of product usage discrepancies and pricing. Replenish Surgery Product Usage
Verify accuracy of lot code reservations as needed and support actions needed for resolution and reservation.
Validate the ship to and replenishment locations of orders with sales and operations partners. Provide Sales Support
Build relationships with Sales Reps and support requested product/case info.
Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Research responses with sales.
Determine when Rep support requires escalation based on complexity of request and priority level of need.
Provide Customer Support Services
Be the customer-facing voice and develop creative solutions to customer issues. Provide phone support for inquiries from sales and healthcare professionals.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Provide proactive updates on order status to accelerate billing process.
Ensure that hospital-requested products are on track for delivery and communicate kit needs to warehouse if quick delivery is required.
Determine when hospital requests require escalation, based on complexity of request or high priority need.
Requirements
Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Computer skills (e.g. ERP systems, Customer Relationship Management (CRM) system, Excel Word and Power Bi) and navigation between various platforms and systems.
Problem solving and professional communication skills.
Organizational, customer service and follow up skills.
Phone skills; ability to maintain composure in stressful situations.
Interpersonal skills with ability to successfully communicate verbally and in writing.
Accuracy in data entry and report generation.
Ability to effectively prioritize tasks.
Must be able and willing to work successfully in a team environment.
Benefits
System One offers eligible employees health and welfare benefits coverage options, including medical, dental, vision, spending accounts, life insurance, voluntary plans, and participation in a 401(k) plan.
System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.