Customer Service Representative I

Summary Statement

For more than a century Ottobock has pursued the mission of helping people living with limb loss or mobility challenges regain or maintain their freedom of movement. We do this through the development of leading prosthetic, orthotic and wheelchair innovation and an unwavering commitment to delivering superior patient care experiences. As a growing healthcare company, we continue to invest in both our people and new service offerings. With more than 10,000 employees worldwide and 900 across North America, we are dedicated to advancing the O&P industry and improving the lives of the people served by it.

We are looking for a Customer Service Representative to support our After-Care Team/Customers - remote position. 

(Must be located in the U.S. and available 9:00 AM - 5:30 PM CST)

Responsible for creating a high level of satisfaction for customers who contact Ottobock after the sale to request information regarding warranty and maintenance, report problems or complaints, schedule a product loaner, and request repair estimates. Specifically responsible for using company procedures and systems, knowledge of products, and personal resourcefulness to process customer requests, resolve customer problems and complaints, and provide the Ottobock customer experience.

Duties & Responsibilities

• Create a world class experience for internal and external customers
• Answer and deal with incoming calls courteously and professionally, regardless of the caller’s demeanor.
• Liaise between customers and technicians to provide detailed explanations of repairs performed and expected completion dates.
• Provide accurate information at the time of service and repair on loaner availability, estimates, and warranty.
• Schedule outbound loaner devices based on inventory and customer need by dates
• Appropriately task individuals within the global organization to keep repair jobs moving forward
• Prepare service and repair estimates for out of warranty devices
• Complete and close open documents in SAP
• Know which additional parts or accessories are required for loaner products and add those to the schedule
• Recover outstanding loaners from customers and patients by reading reports and corresponding via email and phone
• Gather appropriate information from customers regarding problems and complaints, determine if FDA or standard escalation is required, properly code complaints and record them, and direct complaint to more senior associate for resolution
• Verify and update customer information as necessary to maintain accuracy of records
• Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules
• Maintains records of returns, schedule changes, product pricing, and resolves return credit problems
• Understanding of medical billing and reimbursement to support customer needs with loaners and repairs
• Redirect incoming customer inquiries to correct person/department
• Participate in local and global departmental meetings, team building, process improvements, and required training

Qualifications

• Minimum two-year associate degree or 2 years work experience in a remote customer service related environment and a high school diploma or equivalent
• Excellent interpersonal communication skills with emphasis on telephone skills.
• Experience with enterprise-based software solutions preferred
• Proficiency with written communication
• Able to effectively handle customer complaints
• 1-3 years data entry experience required
• Experience with SAP and MS Teams 
• Able to use Internet and email with proficiency with Microsoft Office products
• Resourceful. Customer oriented. Organized and able to handle multiple priorities
• Flexible; adaptable to change
• Able to manage time
• Strong organizational skills and ability to work independently
• Capable of following departmental guidelines and company code of conduct
• Able to work in a team environment
• Able to maintain flexible hours
• Must currently be located in U.S.

Benefits

• Medical
• Vision
• Dental
• Health savings accounts with employer contribution
• Flexible spending account options
• Company-paid life insurance policy
• Paid time off
• Company holidays
• Floating holidays
• 100% company-paid short & long-term disability
• 401k match up to 3.5%
• Paid parental leave