Bilingual Customer Service Representative

The Customer Service Representative handles all routine customer service calls from implant recipients, hospitals, clinics, and implant center personnel. This includes, but is not restricted to, new system, clinic, ELA, recipient, field orders and other projects as deemed necessary. The Customer Service Representative will interface with the Company’s Customer Care Team Members, Credit, Reimbursement, Marketing, and Materials personnel to ensure the proper handling of customer requests. The qualified candidate must be comfortable with extended telephone contact with medical professionals and patients, posses the ability to work with minimal supervision and defuse and resolve customer disputes within identified guidelines.



DUTIES & RESPONSIBILITIES:



· Handles calls from hospitals and clinics in a timely, efficient, and supportive manner.

· Responsible for obtaining and ensuring that all hard copy PO’s from centers and hospitals are complete.

· Responsible for processing system orders efficiently and in a timely manner to ensure that surgeries and hook-up dates are met.

· Responsible for entering routine phone order requests that include replacement and spare parts from patients and centers while speaking with the customer on the phone.

· Responsible for ensuring that their regional voice mail, email and mail are addressed daily.

· Responsible for monitoring credit card transactions and resolving issues within 5 working days.

· Monitors, resolves any issues on their individual Open Order Report.

· Works closely with the Customer Care team for their Region.

· Responsible for handling and documenting complaints regarding external equipment and customer concerns.

· Answers written correspondence (email or mail) from customers requesting assistance, advice or guidance.

· Assists customers with troubleshooting external equipment to resolve issues with assistance as needed.

· Responsible for processing RMAs

· Back-up Service Contracts Coordinator in answering questions about warranty expiration and the issuance and renewal of Service Contracts.

· Other duties as required.





MINIMUM QUALIFICATIONS:



2 years prior telephone customer service experience, preferably in the medical field. Proven ability to interact effectively with customers and colleagues and defuse and resolve difficult customer service issues in a timely, effective manner. Excellent written and oral communication skills and ability to effectively communicate with customers and the hearing impaired. Intermediate computer skills in various software packages, including Windows XP and Oracle software.