Customer Service Representative - On Site

Department: Repair/Replace Reimbursement
Reports To: Assistant Manager
SUMMARY: This position will coordinate the process of repairing and replacing patient owned
equipment with internal department and customers. This position does not repair equipment but facilitates the process for patients.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be
made to enable individuals with disabilities to perform these essential functions.

• Maintain records for equipment repair and maintenance.
• Track serial numbers for inventory and compliance.
• Coordinate the return of broken equipment with other Hart locations and vendors.
• Assists all internal and external customers in a professional manner.
• Answer customer calls on order status.
• Obtain quotes from vendors for repair parts.
• Create purchase orders in system.
• Maintain a positive, empathetic and professional attitude toward customers at all times.
• Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and
• completes necessary process for equipment services.
• Coordinates home equipment service request with Dispatch for prompt delivery.
• Engage in active listening with customers, confirming or clarifying information and
• diffusing angry customers, as needed.
• Follows policy and work instructions to ensure the Billing Department has the correct
• paperwork to complete insurance.
• Maintain current knowledge on Medicare, Medicaid and third party payor sources for
• repair of equipment.
• Understanding and striving to meet or exceed department metrics while providing
• excellent customer service.
• Wear the proper PPE when working with equipment.
• Will work in both an office and warehouse environment in two different locations.
• Other duties as assigned by management.

QUALIFICATIONS:
To perform this job successfully, an individual must be professional, proactive and positive with internal and external customers and coworkers. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

• High school diploma or general education degree (GED).
• 6 months of relevant customer service experience preferred.
• Skills & Abilities
• Excellent interpersonal, written and oral communication skills.
• Customer service orientation
• Attention to detail
• Good data entry skills
• Proficiency with computers, with strong typing skills
• Ability to work in a fast paced environment
• Effective organizational, time management and planning skills
• Ability to interpret verbal/written instructions and communicate effectively
• Must be able to work independently or in a team environment.

Language Skills

• Proficient English (written/verbal)

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure using a calculator.
• Analytical & Problem Solving Ability
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS
None

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. All employees are required to work in a safe manner.

WORK ENVIRONMENT
The work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment will be in a warehouse and office environment.

TRAINING
Orientation and selected courses must be completed in the designated time frame.

ADDITIONAL QUALIFICATIONS
None

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.