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Job Description
Associate Customer Account Specialist
Department: Customer Service
Employment Type: Full Time
Location: Gainesville, FL
Reporting To: Marla Reddish
Description
Ensure that every customer has “A Great Day in the OR.” Answer customer calls quickly and courteously, responding immediately to any need. Process orders accurately and efficiently to ensure an expedited experience for our customer.
Key Responsibilities
- Learns to partner with independent agencies located within a predetermined geographical area focusing on the intersection between ongoing operations, account/support issues while concentrating on the timely closure of any size of service request.
- Learns to optimize fill rate for assigned accounts.
o Receive, evaluate, verify and process consignment, direct sales, and loaner orders.
o Validate all orders for accuracy and highlight potential inconsistencies in accordance with departmental policies, procedures and other regulations
- Validate all orders for accuracy and highlight potential inconsistencies in accordance with departmental policies, procedures and other regulations
- Learns to advocate on behalf of your customers across Exactech leveraging management as appropriate to highlight and resolve issues.
- Learns to identify and highlight pricing discrepancies working with the Pricing Administrator and your customers to resolve.
- Learns to investigate invoice discrepancies prior to executing credits/rebills in accordance with departmental policies, procedures and other regulations.
- Refer complaints of product failure and facilitate efficient recovery of this product to the Regulatory Department for investigation as necessary.
- Provide superior customer service to all internal and external customers.
- Know and apply the Quality System and any appropriate Federal and International standards.
- Assist and support other employees, teams, and sales personnel as necessary
Skills, Knowledge and Experience
Education:
- Associate's Degree from an accredited institution required; Bachelor's Degree preferred.
- Relevant experience can offset required education
Experience:
- 2 years Experience in customer service experience or related field required.
- Experience in the health care industry preferred.
Functional/Technical Knowledge, Skills and Abilities Required:
- Excellent organization, interpersonal and communication skills.
- Attention to detail and accuracy.
- Ability to handle several projects simultaneously.
- Advanced computer skills with an emphasis in word and excel.
- Ability to exercise independent judgment and creatively develop/execute tasks under minimal supervision.
- Demonstrated ability to learn new tools and systems