Customer Service Representative

Responsibilities

Validate surgery product usage

• Check and validate accuracy of incoming surgery product usage cases
• Support Sales Reps in case of product usage discrepancies

Bill for surgery product usage

• Build relationships with hospital billing specialists and support surgery product usage questions to accelerate billing process
• Follow up with hospital about purchase orders and clarify discrepancies

Provide Sales Support

• Build relationships with Sales Reps and support requested product/case info
• Determine when Rep support requires escalation based on complexity of request and priority level of need

Provide Customer support

• Be the customer-facing voice and develop creative solutions to customer issues
• Provide proactive updates on order status to accelerate billing process
• Ensure that hospital-requested products are on track for delivery and communicate back orders to Sales Reps and Hospitals.
• Determine when hospital request requires escalation, based on complexity of request or high priority need
• Solve customer complaints and document them in the CRM system
• Maintains direct contact with customers before and/or after the sale.
• Supports sales team by developing and maintaining positive customer relations with clients/customers

This position requires knowledge that is acquired through experience, specialized education or training. The role has clearly defined procedures and tasks as well as defined guidelines to aid in decision making. The job requires a basic understanding of work routines and procedures in own discipline. The technical procedures for this level are well defined. The job works within well-defined procedures that may involve a variety of work routines.

This job typically requires a minimum of 2 or more years experience.

System One offers eligible employees health and welfare benefits coverage options, including medical, dental, vision, spending accounts, life insurance, voluntary plans, and participation in a 401(k) plan.