Customer Care Advocate (Resupply Operations)

The Customer Care Advocate (Resupply Operations) is an integral team member within the Customer Care Center and Resupply Management Business Unit and provides a world-class customer experience to JQ Medical consumers who obtain their medical equipment directly through JQ Medical. Customer Resupply Advocates ensure JQ Medical customers receive their resupply orders promptly when customers are eligible through proactive engagement while meeting the customer at their desired engagement method.

Responsibilities (Specific tasks, duties, essential functions of the job)

• Serves JQ Medical customers over the phone with reordering diabetes supplies and related products.
• Process Orders and close tasks through the Resupply Care Connect Program.
• Professionally handle high volume of inbound and outbound calls from and to customers (80+ combined inbound and outbound calls per day).
• Provides a world-class customer experience.
• Generate and process orders greater than or equal to the set month goal.
• Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for further contact and document interactions within their account.
• Update the customer’s resupply schedule templates to ensure the customer receives resupply items and the correct intervals.
• Maintain a balance between company policy and customer benefit in decision making.
• Handle issues in the best interest of both the company and customer and raise any barriers to serving the customer.
• Assume responsibility for customer satisfaction as part of a collaborative, dedicated Customer Care Center Team which proactively resolves all customer issues.
• Process credit card payments.
• Understand and adheres to company and departmental policies and procedures, including and not limited to QA forms, SOPs, WIs, and safety and security measures.
• Adhere to key performance metrics.
• Maintain the highest level of quality in Customer Care while always acting in a professional and courteous manner. Encourage, promote and maintain strong customer relationships through a partnered approach with the customer.
• Demonstrate the highest level of professionalism, personal accountability and always follow through.
• Identify opportunities to upsell products and add eligible supplies to the customer order.
• Maintain regular and punctual attendance.
• Comply with all company policies and procedures.
• Assist with any other duties as assigned.

Knowledge, Skills, and Abilities

• Drive to meet or exceed daily performance metrics related to key performance indicators.
• Effective active listening and communication skills
• Demonstrated proficiency in typing and grammar.
• Knowledge of relevant software computer applications.
• Knowledge of customer service principles and practices.
• Ability to collaborate with others & work in a team-oriented environment.
• Ability to work in a fluid work environment based on business needs.
• Strong organizational skills Must have strong work ethic.
• Must be well-organized and a self-starter.
• Excellent oral and written communication skills required.
• Attention to detail is required.
• Effective conflict resolution.
• Analytical & problem-solving skills & ability to multi-task

Qualifications (Experience and Education)

• High School diploma or equivalent, required.
• 0-1 years of Customer Care experience required.
• 1-2 years' experience in hospitality preferred.
• 1-2 years in DME (Diabetes) preferred.
• Previous Brightree, SalesForce, or Zoho experience preferred.
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.