In collaboration with the Customer Experience Manager & Director of Revenue Cycle Mgmt. & Customer Experience, the Customer Experience Specialist is responsible for providing complete customer experience to all capital customers. The job holder will take ownership for and lead the complete customer experience process ensuring that customer resolution to the request is satisfactory.  The job holder will be a part of the customer survey process and be responsible for attaining survey results for their interactions in line with the team metrics. The job holder will lead key communications around order updates and shipment reports.

The job holder will play a key role in delivering great customer experience by providing responsive confirmations which enables customers to plan for their key product deliveries.

Essential Duties and Responsibilities:

• Inbound call and email management, including one touchpoint resolution for the customer.
• Manage the customer’s needs cross-functionally by ensuring you give the customer the response or you connect the caller with the appropriate team member.
• Follow up with customers on resolutions to ensure that the resolution was satisfactory, and no additional questions exist.
• Maintain a 40% outbound call ratio to provide proactive updates around order updates, return requests or product assistance requests.
• Manage sales rep requests for customers as the liaison to the resolution ensuring that the sales rep and customer have appropriate updates to the request
• Manage all return requests, including the processing of the complaints through the quality system, follow ups to ensure product is sent back and review. Communicate with customers any declined warranty requests.
• Manage and communicate order updates with customers on any delay orders, offering solutions, substitutions, split shipment offerings or other key communication needs. 
• First level troubleshooting and triage for product concerns and questions.
• Participate in training new Customer Experience associates.
• Participate in cross functional team collaboration.
• Performs other duties as requested.

Education:

• Bachelor’s degree preferred, combination of education and 3 years’ commensurate business experience required.

Skills & Experience:

• At least 2 years of experience in customer service and/or order management. Preferably in the medical device industry but not required.
• Must be a team-player, possess outstanding customer service skills and be self-motivated.
• Excellent oral and written communication skills will be required as this position will involve direct communication with Joerns customers.
• This position will require the ability to work under minimal supervision, within a group environment, to address a dynamic range of customer-related issues.
• The ability to multi-task and manage changing priorities throughout the day will be required.
• Great listening skills and the capability to remain calm and helpful when working with Joerns customers is essential.
• Acts with a sense of urgency, illustrates ambition, and drives for completion of tasks and projects.
• Must have the ability to initiate and develop creative solutions.
• Possess the ability to manage time and prioritize critical priorities.
• Must demonstrate the ability & desire to increase knowledge.
• SAP Experience Preferred.
• General Microsoft skills required – specifically in excel. 

Joerns Healthcare is a leading national distributor of therapeutic support surfaces, bariatric care equipment and safe patient handling solutions, products and services. We serve special patient handling needs across the entire continuum of care, including acute care hospitals, long term acute care, skilled nursing, rehabilitation facilities, and hospice.

We continually strive to provide the most exceptional service and solutions that deliver positive financial and clinical outcomes 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.

In addition to offering a competitive salary based on industry standards, Joerns Healthcare rewards employees with a variety of medical and insurance offerings, and a robust 401(k) retirement plan.
Benefits Fully Paid by Joerns Healthcare
• Motivate Me Wellness Program offers a wide variety of wellness-related activities and resources at no cost to associates including Healthy Lifestyle Coaching, Incentives for preventative care, wellness education, various screenings, and maternity coaching.
• Short term disability- provides 55% of your base pay up to a maximum benefit of $1075 per week
• Employee Life & AD&D- Joerns provides Life Insurance and Accidental Death & Dismemberment for all benefit eligible associates. 1X annual base pay with a minimum of $50,000 up to $400,000.
• Employee Assistance Program- Confidential, professional counseling, education, and referral services for associates over the phone or in person.
Medical/Prescription Drug Plan – Joerns offers 3 health care plans – Two traditional PPO plans and a High Deductible Health Plan (HDHP) with a Health Savings Account (HSA) where Joerns contributes to the HSA to help meet the cost of the deductible. All medical plans include prescription coverage offered through Express Scripts. Full-time associates working 30 hours or more per week and their dependents are eligible.
• Health Savings Account- If you enroll in the HDHP Joerns will make a per payroll contribution to your account.
Dental – Two plan options offered through MetLife: Basic and High Plan
Vision – Offered through EyeMed
Flexible Spending Accounts –
• Healthcare FSA: Up to $2750 per calendar year with a $550 rollover into next calendar year
• Dependent Care FSA: Up to $5000 per calendar year
Life and AD&D Insurance - Employee Supplemental Life and AD&D: Option to purchase additional coverage in increments of $10,000 up to $750,000
• Spouse Life & Child(ren) Supplemental Life and AD&D
• Critical Illness Insurance
• Accident Insurance
• Long Term Disability- replaces 60% of base pay up to a monthly maximum of $10,000
Pet Insurance, Auto and Home & Legal Plans- Offered through MetLife
401(k) Retirement Plan – Eligibility begins after 3 months of Full-time employment. Joerns will make a matching contribution of 100% of the first 3% and 50% of the next 2% contributed by the associate.