What are the responsibilities and job description for the Customer Service Agent position at ROM Technologies, Inc.?
Overview
About Our Company: ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers remote rehabilitative care for orthopedic patients. Our technology is proven to yield faster recoveries with less pain and better outcomes. Our first pioneer device and platform are complete and now to market. Demand is intense, with orders from more than 700 physicians for 11,000 units already and growing quickly. We are currently fulfilling these orders, and simultaneously scaling up to fulfill the booming demand.
We proudly source the components in our device domestically, making them true “Made in America” products. We aim to design and build products that live up to the historic reputation of the finest American quality, and we seek new members of our team who would like to contribute to this goal.
About the Position:
ROMTech now seeks a motivated individual to join our fast-growing customer service department as a full-time, Customer Service Agent in Brookfield, CT. This role will have the responsibility of answering calls, dispatching calls to technicians, troubleshooting technical issues, and other administrative tasks. Candidates must be available Monday through Friday, 9:00am– 5:30pm EST (Monday – Wednesday, onsite & Thursday & Friday, remote). Candidate MUST be able to work weekends, when needed.
Duties & Responsibilities:
- Manage surgeon/DME e-commerce orders and data entry
- Provide phone support for post-op patients and work directly with DMEs and Field Clinicians
- Responsible for performing all Customer Service Agent responsibilities in accordance with established company protocols
- Schedule Field Clinician follow-up appointments as necessary
- Work as a liaison between the operational and clinical team, patients, surgeons, and DMEs
- Serve as the first point of contact for patient inquiries
- Comply with attendance at all ROMTech mandated trainings
- Always exhibit excellent customer service skills to both external and internal customers
- Utilize automated systems to log and retrieve information
- Accurately enter surgeon and DME orders in a timely manner
- Assist customers effectively by solving technical problems that may arise with the PortableConnect and any other ROMTech devices
- Identify and escalate difficult customer situations to the appropriate party
- Complete supporting paperwork and data entry as required
- Consistently capture customer information accurately and appropriately
Qualifications & Requirements:
- Minimum of 2-3 years of customer service experience, preferably in a call center
- Minimum of 2 years in medical customer service, preferred
- Effective verbal and active listening skills
- Courteous and professional demeanor
- Strong communication and writing skills
- Detailed oriented and works with a high degree of accuracy
- Ability to type 60 words per minute
- Proficient understanding of computers
- Ability to prioritize and work in a fast-paced environment
- Handles confidential financial and personal information appropriately
- Ability to tactfully manage stressful and difficult situations
- Possess strong problem-solving skills
- Experience with a CRM system
- Experience working remotely
- Associate degree or higher preferred
Candidates must be able to pass a pre-employment drug test and criminal background check.
Qualified candidates, please respond and include:
- A cover letter detailing why you are an ideal fit for this job
- An up-to-date resume
We are an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status, or any other classification protected under applicable Federal, State or Local law.
Job Type: Full-time
Pay: $24.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Shift:
- 8 hour shift
Weekly day range:
- Monday to Friday
- Weekend availability
Work setting:
- Hybrid remote
Experience:
- Call center: 2 years (Required)
- Medical terminology: 2 years (Preferred)
- Customer service: 2 years (Required)
Work Location: Hybrid remote in Brookfield, CT 06804
