Customer Care Specialist (Hybrid)

Location:
New Berlin, US

Job Family: Consumer
Country/Region: United States

Atos Medical

New Berlin, WI - Hybrid Work Arrangement Available

Join us and give people a voice

Atos Medical is a specialized medical device company and the clear market and technology leader for voice and pulmonary rehabilitation for cancer patients who have lost their voice box. We design, manufacture and sell our entire core portfolio directly to leading institutions, health care professionals and patients. We believe everyone should have the right to speak, also after their cancer. That’s why we are committed to giving a voice to people who breathe through a stoma, with design solutions and technologies built on decades of experience and a deep understanding of our users.

In this Customer Care Specialist role, you will support Atos Management by providing excellent customer service while managing inbound and outbound calls, order entry, technical product support, problem resolution, coordination of order process flow, customer file maintenance and performing general duties according to department and quality procedures.

The typical day for a Customer Care Specialist in a call center environment includes answering 50-70 inbound calls per day. These calls range from patients looking to place an order to physicians with questions about products. Detail is critical to this position as before they can place an order with a client they must ensure they have a valid prescription and that their insurance information is up to date.

Main job responsibilities

Support distribution of Atos Medical Products by communicating with customers on the telephone, via email, mail and fax.
Respond to every voicemail, email, or internal customer within four hours.
Provide 1 business day turn-around for all material requests (from both customers and sales reps.) and timely computer entry of customer orders.
Process existing customer sales orders according to department instructions and quality procedures.
Act as a backup to Customer Support by processing new customer sales orders and customer requests in periods of high volume.
Maintain customer satisfaction through quality service, polite mannerism, educated answers and thorough follow-up.
Continuously resell the value of Atos products to all customers.
Maintain departmental standards for one call resolutions and minimal calls to voicemail.
Responsible for prompt courteous customer service including accurate order entry.
Represent the Company in a professional and courteous manner in all interactions with clients/patients.
Communicate client information necessary to schedule shipment of products.
Determine correct resolution to client complaints, take corrective action and monitor results.
Responsible for processing Web-Shop orders, as assigned.
Cross train co-workers in all procedures and processes.
Maintain department records according to department guidelines.
Accurately maintain departmental notes to ensure accuracy: Insurance, sales, customer, orders.
Work closely with the Logistics, Insurance and Accounting Departments to ensure timely and accurate deliveries with customer satisfaction the primary goal.
Communicate with Insurance department to ensure proper billing to insurance companies, contracts, other third-party payers and client/patients for all products delivered.
Participate in Company’s Performance Management program as requested by the Performance Management Coordinator.
Participate in Company committees when requested.
Perform any and all other duties assigned, with a positive attitude, while keeping priority in order in mind.
Actively participate in any/all departmental training meetings.
Travel may be required.

Basic Qualifications

Experience: 2 + years of background in inside sales or customer service
HS Diploma or G.E.D.
COVID Vaccination or reasonable accommodation

Preferred Qualifications

Minimum 2 years of call center experience preferred
Bilingual Spanish preferred

Skills and Competencies

Excellent customer service skills and a professional attitude.
Strong communication skills/phone etiquette.
Strong conflict resolution skills.
Ability to work in a team environment a must.
Ability to manage multiple tasks, prioritize them and pay attention to detail.
Demonstrated PC and keyboarding skills along with experience in Microsoft Office.
Preferred experience with MSO365, 8x8 telephone software, SAP, and Brightree.
Bilingual a plus-Spanish or French Canadian.
Strong data entry skills.

We offer:
You will be part of an ambitious work environment in which teams work together to continuously grow and develop the business. You will have great opportunities to learn and develop, and you will be offered a competitive salary package and benefits.

Atos Medical is a global leader with Swedish headquarters and more than 15 subsidiaries worldwide. We are committed to living our values: we listen – we inspire – we focus – we engage every day. We connect with stakeholders, involving them in our activities and striving to support and empower our users and each other every day. No matter whom we interact with – users, colleagues, health care professionals, business partners – respect and integrity are at the core of everything we do.

Additional benefits for Customer Care Representative:
Competitive Pay
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k)
Life Insurance
Paid Time Off (Vacation, Sick & Public Holidays)
Training & Development
Wellness Resources
State of the Art Facility
Gourmet Coffee

Atos Medical, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Equal Opportunity Employer Veterans/Disabled

Founded in 1986, Atos Medical is the global leader in laryngectomy care as well as a leading developer and manufacturer of tracheostomy products. We are passionate about making life easier for people living with a neck stoma, and we achieve this by providing personalized care and innovative solutions through our brands Provox®, Provox Life™ and Tracoe.

We know that great customer experience involves more than first-rate product development, which is why clinical research and education of both professionals and patients are integral parts of our business.

Our roots are Swedish but today we are a global organization made up of about 1400 dedicated employees and our products are distributed to more than 90 countries. As we continue to grow, we remain committed to our purpose of improving the lives of people living with a neck stoma.

Since 2021, Atos Medical is the Voice and Respiratory Care division of Coloplast A/S

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