Position Summary
Customer Success Representative (CSR) is responsible for supporting TZ Medical's cardiac monitoring clients and patients in their daily operation of our monitoring solutions to increase customer satisfaction, account retention, and quality improvement. CSR is also responsible for supporting TZ Medical's Outside Sales team in their efforts to acquire new accounts nationally.
Position Responsibilities
Answer all incoming Customer Service calls promptly and manage them effectively and efficiently
Address questions and educate patients, clinician staff, and sales team members
Provide specified device and/or workflow technical support
Manage New Account Tracker and generate Net Profit Reports to send to the Sales team
Process evaluation and sample requests from the Outside Sales team
Provide appropriate credentialing documentation to the Outside Sales team upon request
Be a liaison between Admin and Outside Sales team to ensure proper work processes are followed
Notate patient accounts for activities and disconnect
Process patient requests for additional supplies by placing orders on their behalf
Coordinate monthly supply replenishments for current ClearBeat customers
Document all calls or correspondences.
Handle Emails/VM s as assigned
Demonstrate empathy and decrease customer tension
Promote the value of ClearBeat remote monitoring to reduce cancellations
Must communicate in a professional, empathetic and diplomatic manner with good voice quality, dictation, and articulation.
Work to achieve the day-to-day Customer Service Team's quality and productivity goals
Exhibit a high sense of urgency
Identify, document, and escalate potential patient or practice complaints per standard operating procedures
Communicate regularly with the Director of Cardiac Monitoring Service and provide support when necessary
Establish, develop, and maintain business relationships with current customers and prospective customers to generate new business for ClearBeat.
Other duties as assigned
Position Qualifications
High School diploma or equivalent
One to two years of experience in a call center or customer service position preferred
Knowledge of medical terminology preferred
Excellent multitasking, problem-solving, and organization skills
Excellent verbal and written communication skills
Computer skills are required, including proficiency in Windows-based applications and MS Office.
Knowledge of multi-line telephone system
Excellent Customer Service skills when interacting with all internal and external clients
Bilingual is a plus
High attention to detail
Ability to work in a fast-paced environment
Working Environment / Physical Requirements
Sitting for extended periods of time will be required
Walking, standing, and bending will be occasionally required
Employee will work under typical office conditions
Possess the flexibility to adapt to a constantly changing environment and evolving procedures
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Compensation Package:
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Tualatin, OR 97062: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer service: 1 year (Preferred)
Work Location: In person