What are the responsibilities and job description for the Customer Service Representative II position at Hanger, Inc.?
Why Us?
With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.
Could This Be For You?
Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
Your Impact
Required
With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.
Could This Be For You?
Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
Your Impact
- Will follow and enforce ACP Confidentiality, HIPAA, SOX, and all Quality Regulatory requirements that may apply within their daily activities, as defined by company policy/procedures.
- Answer technical questions for customers, dealers, and staff calls into Customer Service.
- Administers complaints database for “Issues”, “Complaints”, and “Incidents”.
- Keep accurate records of internal and external customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the compliance database.
- Obtain and examine all relevant information provided by the customer to assess validity of complaint, determine possible causes, trouble-shoot, and facilitate the appropriate solution.
- Accurately enter all supply, swaps, and replacements orders in AGW and/or MAS as needed dependent on process.
- Incidents – Acquire, provide information to facilitate MDR procedures.
- Assist field staff with questions and calibration issues as needed.
- Manage all Outlook mailboxes, and Fax drive
- Ensure appropriate data management of all customer orders within network database.
- Responsible for customer follow-ups to promote positive customer relations with all customers, dealers, and staff.
- Will originate phone calls to current customers to assure the best customer support, and provide information about products and services, to facilitate marketing initiatives.
- Maintain relationships with new and existing customers and provides information to maximize sales volume.
- Provide communication to other departments as needed for all issues and/or complaints.
- Document all outbound telephone survey and sales results, when applicable.
- May schedule customer dates for installation and training for new and existing customers. This will be coordinated with the Operations Department and the local CPM.
Required
- A minimum of 2 years of related experience.
- High School diploma or equivalent
- Experience with desktop operating systems including Windows 2000, XP and 7 environments
- Knowledge of basic computer hardware
- Experience with supporting various software applications and providing technical support for upgrades and enhancements
- Type minimum of 40 words per minute with minimal errors
- Excellent communication and cognitive skills, verbal and written
- Microsoft Office skills to include Excel, Word, Visio, PowerPoint
- Ability to effectively communicate technical information over the phone
- One or more years’ experience in electro-mechanical/electronics fields
- Experience in a call center environment
- Experience with Windows 8 operating system
- Able to configure, install and support desktop hardware and software
- Experience with video networking, application trouble shooting
- Experience with Log Me In
- AA/AS degree in electronics or equivalent preferred
- Knowledge of ACP's products and services
- One or more years inbound/outbound telemarketing experience
- Excellent communication and cognitive skills, verbal and written
- Microsoft Office Literacy (i.e. minimum skills using Microsoft Excel, Microsoft Word, Microsoft Visio and Microsoft PowerPoint)
- Able to work independently and to adapt to a fast changing environment
- Detail oriented and able to effectively organize and manage multiple responsibilities
- Creative, self-disciplined and capable of identifying and completing critical tasks independently
- Strong customer service skills
- Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
- Keep the patient at the center of everything that you do, building lifelong trust.
- Foster open collaboration and constructive dialogue with everyone around you.
- Continuously innovate new solutions, influencing and responding to change.
- Focus on superior outcomes, and calibrate work processes for outstanding results.
- Competitive Compensation Packages
- 8 Paid National Holidays & 4 additional Floating Holidays
- PTO that includes Vacation and Sick time
- Medical, Dental, and Vision Benefits
- 401k Savings and Retirement Plan
- Paid Parental Bonding Leave for New Parents
- Flexible Work Schedules and Part-time Opportunities
- Generous Employee Referral Bonus Program
- Mentorship Programs- Mentor and Mentee
- Student Loan Repayment Assistance by Location
- Relocation Assistance
- Regional & National traveling CPO/CO/CP opportunities
- Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest