Customer Service Representative

Overview

Northwest Respiratory Services seeks a Customer Service Representative for our inbound call center in Eagan, Minnesota servicing customers over the phone. Northwest Respiratory Services is a leading provider of oxygen and respiratory products throughout the Midwest and Rockies. The Customer Service Representative provides exemplary customer service to internal customers, external customers, and all referral sources. This role is responsible for the daily processing of incoming phone calls from state branches, customers and referral partners regarding order requests, service needs and equipment issues.

As the first point of contact, this position delivers empathetic, accurate, and professional communication that supports our customers’ health and quality of life.

• Process oxygen and durable medical equipment orders, including tank orders and fills, supply orders, add-on equipment, service discontinuations, and equipment pick-ups.
• Interact with branch staff regarding customer information, orders and paperwork processing.
• Troubleshoot equipment issues over the phone and communicate with Operations Managers, Service Technicians and Respiratory Therapists to resolve problems.
• Accurately document customer complaints and compliments; escalate unresolved issues to the appropriate department manager when necessary.
• Attend one-on-one feedback sessions, staff meetings, annual training sessions and required competency testing.
• Develop and maintain a working knowledge of the NRS Employee Handbook, Safety Manual and Policy and Procedure Manual.
• Work scheduled Saturdays and extended shifts as required.
  Must be willing to work Saturdays
• Perform miscellaneous duties including filing patient records and processing Veterans Administration travel orders.

• Sitting:
  Constant, up to 8 hours per day
• Standing:
  Occasional, up to 4 hours per day
• Typing:
  Constant, up to 8 hours per day
• Talking, hearing, and seeing:
  Constant, up to 8 hours per day
• Frequent use of hands and fingers for typing and handling equipment

• Indoor, temperature-controlled office environment
• Equipment used includes computer, keyboard, mouse, telephone headset, and standard office supplies

• High school diploma or GED required
• Minimum of one (1) year of call center customer service experience required.
• Medical terminology and/or medical billing experience preferred.

• Understanding of HIPAA and the ability to handle confidential and sensitive information.
• Excellent telephone communication and customer service skills.
• Detail-oriented, highly organized, and able to multitask in a fast-paced environment.
• Accurate typing, data entry and order processing skills.
• Ability to exercise sound judgment when handling customer calls.
• Ability to be punctual, dependable and maintain a stable work history
• Bilingual skills are a plus!

• Proficiency with computer-based data entry and order processing systems
• Ability to read, interpret and follow instructions, policies and procedural documents

• Ability to add, subtract, multiply, and divide using all units of measure.

• Actively promotes and complies with all safety and security procedures
• Proper use of equipment and materials at all times

• Health, Dental, and Vision Insurance
• 401(k) with Employer Match (eligible Day One of employment)
• Flexible Spending Accounts (Medical and/or Dependent Care)
• Pet Insurance
• Short-Term and Long-Term Disability
• Accident, Hospital Indemnity, and Critical Illness Insurance
• Vacation and Sick Time

Northwest Respiratory Services is an EO Employer – M/F/Vets/Disabled