Job Details
Position : Customer Account Specialist
Location : Stuart, FL
Duration : 12 Months Contract
Total Hours/week : 40 hours
Shift will be varied 40 hours a week Mon- Friday 9:00 5:30 with one mid shift per week 11:00 7:30- pm required and some Saturdays 9 am 3 pm.
Description:
***Position is remote however, candidates will be required to report to the office on an as needed basis therefore, candidates within commuting distance are needed.
I.POSITION PURPOSE
Facilitates the intake of new urology customers enrolled in the Link Program through Bard Care.
Supports existing Bard Care customers with facilitating re-orders of existing urological supplies.
II.PRIMARY DUTIES AND RESPONSIBILITIES
1.Articulate the features and benefits of Bard Care product line for Urology with additional responsibility
for ancillary urology product line features and benefits. This includes responsibility for knowledge relative to all aspects
of use and maintenance of medical supply equipment.
2. Complete initial intake and follow-up calls on Link Sales Referrals via inbound and outbound calls/dialer to include identifying and resolving customer concerns within the process
3. Communicate effectively with Bard Care Link customers using customer preferred alternatives of communication (e.g. e-mail, click to call software)
4. Documenting the Bard Care patient interaction in Salesforce by updating the patient account with call notes, updating account status, and providing reference notes
to external Bard Care team. Communication with the Bard Care team also includes e-mails and follow-up phone calls outside of
the Salesforce system.
5. Maintain departmental call volume requirements to include inbound and outbound calls
6. Maintain a positive work atmosphere that embodies Liberator s philosophy- Professional excellence, teamwork, and integrity.
7. Maintain an exceptional level of customer service
coupled with professionalism during each customer and external Bard Care team interaction.
8. Meet or exceed monthly departmental sales goals as established by Sales Ops management
9. Adhere to phone activity/compliance standards to include Medicare guidelines, HIPAA, ACW, and minimum call volumes
III. ANCILLARY DUTIES AND RESPONSIBILITIES
1.Maintain high attention to detail throughout daily tasks and projects including accurate notation and details of each customer account to ensure proper and timely follow up
2. Assist other departments and team members when required or requested to help meet business needs.
3. Seek continual education opportunities to remain up to date with products and processes
IV. REPORTING RELATIONSHIP RESPONSIBILITIES
__x__ No supervisory responsibilities
__ ___ Provides work direction only
_____Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline, and discharge.
V. MINIMUM REQUIREMENTS OR QUALIFICATIONS (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)
a. Education/Experience: High School Diploma or general education degree (GED); one to two years related experience and/or training; or equivalent combination
of education and experience.
b. Skills:
1. Language: Ability to read, analyze, and interpret medical supply publications, technical procedures, and sales training tools. Ability to write some external
business correspondence. Ability to effectively present information and respond to questions from management, team
members, and/or customers.
2. Math: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply intermediate math skills.
3. Reasoning: Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
4. Computer: Knowledge of Word Processing software, Excel, Access and/or other database software.
5. Telecommunications: ability to utilize or knowledge of call center telecommunications software (i.e. dialer systems)
c. Licensure or Certifications required: No certifications needed
VI. WORK REQUIREMENTS
1. Ability to work some evening shifts, weekends, and overtime as needed
VII. 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 frequently required to walk, sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 lbs.
VIII. WORK ENVIRONMENT (The work environment characteristics 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. )
While performing the duties of this position, the employee performs tasks in a temperature controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require
following basic safety precautions.