The Customer Service Rep/Dispatch coordinates the activities of all service and lead technicians in each of the company’s warehouses in accordance to company policies and procedures and all regulatory requirements. Takes incoming calls from Skilled Nursing Facilities and ensures that orders are being dispatched in a timely manner. Performs a variety of tasks, and a wide degree of creativity and motivation is expected.

Essential Duties and Responsibilities:

Include the following, other duties may be assigned.

• Gathers information necessary to provide equipment services.
• Creates Sales Orders and Pick-up Tickets
• Receives incoming calls and dispatch to appropriate Warehouse
• Respond and resolve client complaints
• Coordinate with medical equipment billing department to ensure efficiency and effectiveness of care
• Regular use of printer/scanner/copier/fax machines
• Use of billing and inventory management software to troubleshoot and reconcile sales orders
• Develop and maintain working knowledge of applicable computer and related technology, including POD devices, inventory tracking and related applications, GPS van tracking applications, phone monitoring applications, and warehouse security applications
• Maintain proper and accurate records; for all routes, warehouses, and fleet management
• Learn full scope of job and occasionally participate in duties of service technicians (drivers) as well as learn the warehouse activities as it pertains to the CSR/dispatch role
• Actively work with Territory Managers
• Interfaces with the General Manger, Purchasing Manager., CSR’s, the public, and staff
• Maintains client data in an efficient manner, provides reports when needed
• Participates in QI Plan as needed
• Other related duties as assigned by the General Manager and / or Purchasing Manager

Competencies:

To perform this job successfully, an individual should demonstrate the following competencies.

• Customer Service: Establish/Maintain positive customer relations. Manages difficult or emotional customer situations; respond promptly to customer needs; solicits customer feedback to improve service; response to requests for service and assistance; meets commitments
• Analytical Skills: Create required reports, spreadsheets, and other documents to present operation information/guidelines; analyze data contained with created/obtained reports/documents to determine cost effective/efficient operational plans; present findings to appropriate associates/peers.
• Technical: Demonstrate a working knowledge of all products/services/program. Daily use of Microsoft Word, Excel and Outlook are expected as part of regular job function. Utilize our billing and business management software (Brightree)
• Interpersonal Skills: Has positive, team-oriented attitude, seeks the highest degree of accountability; listens to others with empathy and without interruptions; ability to manage interpersonal conflicts among clients, employees and others in a positive and constructive manner
• Communication: Speaks clearly and professionally in positive or negative situations; writes clearly and informatively; listens and gets clarification; read and interpret written information; recognize and direct information to the appropriate associate/individual
• Motivation: Actively starts all projects and activities without the need of constant supervision/direction. Actively seeks knowledge/answers that team members need/require to complete their tasks and clearly communicates/be willing to train team members with knowledge/answers.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Credentials, Certification, and/or Experience:

• High School Diploma or GED
• 2 years Customer Service, Patient Relations and some knowledge of the medical industry
• 1 year of DME experience, preferably with experience in DME logistics, warehousing, inventories and point-of-delivery systems, as well as, best-practice business processes for proper maintenance and handling of supplies and equipment, preferred
• Experience with programs, Microsoft Word, Excel and Inventory / Billing software program, preferably using Brightree and POD systems

Knowledge, Skills, and Abilities:

• Strong interpersonal / CSR skills
• Strong verbal and written communication skills
• Good computer skills
• Good organizational skills
• Competent in usage of office equipment
• Work with minimal supervision and make appropriate judgments

Working Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to preform functions. Majority of time is spent normally in a typical service-oriented work environment

Physical Demands:

The physical conditions and demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to focus, see, talk, and hear.
• Regularly required to communicate with others via phone, email and/or other means.
• Frequently required to sit, stand, and walk.