Back to jobsServes as the primary point of contact for re-ordering customers by responding to inquiries and requests regarding accounts, products, repairs, pricing, promotions, terms, and services.
Processes customer orders accurately and efficiently across multiple channels, including phone, email, mail, and EDI, while handling payments, acknowledgements, shipment tracking, and invoice explanations.
Meets or exceeds monthly departmental sales goals as established by Call Center Ops management
Handles client calls through proactive call scheduling, timely follow-up, and consistent coordination
Maintains high attention to detail throughout daily tasks and projects including accurate notation and details of each customer account to ensure proper and timely follow up
Maintains departmental call volume requirements of calls per day to include inbound and outbound calls
Articulates the features and benefits of Urology, Bowel Management and ancillary product lines offered to include knowledge of all aspects of use and maintenance of medical supply equipment
Maintains minimum on-call time of 65% or higher
Provides customers with clear, accurate information regarding coverage and eligibility, as provided by the insurance verification team.
Facilitates communication to end users, , ensuring seamless coordination of care and service.
Resolves customer inquiries, complaints, and escalated issues in a timely and professional manner, ensuring satisfactory closure and customer retention.
Collaborates with internal teams—including Sales, Billing, Logistics, and Supply Chain—to ensure accurate order fulfillment and issue resolution.
Ensures compliance with all company policies, procedures, and standards, particularly those related to Quality, Safety, Health, and Environment (SHE).
Monitors customer trends, recurring issues, and process gaps, escalating findings to management and recommending process improvements.
Supports special projects, system enhancements, and continuous improvement initiatives as assigned.
Represents the company with professionalism and integrity, fostering trust and reinforcing the organization’s reputation for service excellence.
Complies with company and departmental policies and administrative requirements
Performs other duties as assigned or as needed
