POSITION DESCRIPTION:
Customer Service /Service Technician

Salary Range: $14-22/hr. Commensurate with Experience
Summary: This position is responsible for making a good first impression and therefore must maintain a visible, positive and empathetic attitude towards clients and referral sources. As a customer service representative, this position is responsible for assisting customers with their durable medical equipment questions and needs. The ideal candidate will have excellent critical thinking, be self-directed, and have general mechanical ability.

Customer Service
Essential Duties

• Greet customers and answer patient telephone inquiries

• Determine customer type: Insurance, Retail, Rental, Service

• Ability to explain company policies regarding payment options

• Assist customer with need and determination of appropriate equipment

• Educate customer on the use of durable medical equipment (DME)

• Communicate with customers, case managers, and/or doctors’ offices

• When appropriate, order equipment for custom orders/ inventory maintenance

• Process rental/sales/service reservations and coordinate/schedule deliveries and pick-up

• Maintain contact with product sales representatives and keep up with industry updates

• Be familiar with where and how to find product information on-line through manufacturer’s websites

• Maintain inventory on the sales floor, cleanliness of store

• Checks company e-mail account for any inter-company memos or other business e-mail.

• Assist in computing annual inventory reports

• Other duties as assigned

• Checks all areas of the store when closing to ensure security and safety including:

o all doors are locked
o store lights are turned off
o electrical devices are turned off
o store thermostat is set for night or weekend settings
o telephones are transferred to the answering service
o company vehicles are locked, secured and keys are at the designated location inside the store.
o computer system is signed off
o clean the store as needed including, sweeping, mopping, vacuuming, and dusting.
Service Technician
Essential duties

• Repair and service equipment as requested

• Troubleshoot and diagnose equipment issues

• Develop action plan to remedy issue

• Ability to read and understand schematics

Additional Skills Required

• Knowledge of medical terminology

• Knowledge or willingness to learn about medical equipment

• Problem-solving

• Utilization of software/devices available ie, Microsoft Office, Adobe Acrobat, Point of Rental “Rental Essentials”, Store Tablet

• Ability to work independently, with little direction

• Willingness to go above and beyond for customers

• Knowledge of e-commerce

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/Experience:
High school diploma or general education degree (GED); and 2 years related experience and/or training; or equivalent combination of education and experience.
Language Ability:
Ability to read, analyze, and interpret information. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Math Ability:
Ability to calculate figures and amounts such as discounts, interest, proportions, percentages, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Work 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 perform the essential functions.
The noise level in the work environment is usually quiet.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; stand; bend; and lift approximately 50 pounds. The employee is occasionally required to reach with hands and arms.
Employee Signature Date