Joerns Healthcare is a leading national distributor of therapeutic support surfaces, bariatric care equipment, negative pressure wound therapy systems, and safe patient handling solutions. We serve special patient handling needs across the entire continuum of care, including acute care hospitals, long term acute care hospitals, skilled nursing facilities, rehabilitation facilities, and hospice centers.
We continually strive to provide the most exceptional service, the most affordable products, and the most innovative patient care solutions to our customers. We are currently searching for skilled, self-motivated and dedicated professionals to add to our team. We offer hands on training, benefits and an outstanding work environment.
At Joerns Healthcare, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. Our employees also receive Paid Vacation and Holidays. Please note that benefits may vary by site.
Position Summary :
The Customer Care Representative is responsible for acting as a liaison, providing product/services information and resolving any emerging problems that our clients might face with accuracy and efficiency.
Major Duties & Responsibilities :
Order coordination to include: pre-audit, order entry, post-audit, change order management, delivery/installation coordination, promo codes as needed, and follow-up to satisfaction.
Evaluates client concerns, complaints, and trends to recommend changes to accommodate client needs
Coordinate problems resolutions with supervisory approval
Resolve exceptions and discrepancies related to orders and returns via email or inbound phone call
Utilizes expert problem solving skills and customer service skills to respond to and resolve complex inquires and problems
Performs trouble shooting on products
Answers 60-70 inbound calls daily, and performs outbound calls
Manage special accounts within their assigned territory/region
Continuous project management for large sales orders including converting quotes, reviewing old product information, and collaborating with other departments to assure accuracy and completion
Works with other departments to obtain information needed to answer customer inquiries
Provides price quoting for products and services with limited guidelines
Provides support to sales and other departments providing immediate resolution to any issues related to orders, products, and general inquiries
Uses multiple systems and the internet to research, troubleshoot and resolve problems in order to address client related issues
Ability to quickly access the needs of the caller and adapt self to address those needs
Works to research and resolve problems in a timely manner while maintaining productivity standards and performance guarantees
Assists as needed to perform other related duties and special projects
Required Education :
High school diploma or equivalent
Required Skills & Experience :
8 months previous experience in a telephonic customer service environment
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively before groups of customers or employees of organization
Preferred Skills, Experience & Education :
Excel (Basic to Intermediate)
Microsoft Word (Basic)
4 year degree
Joerns Healthcare is an Equal Opportunity Employer