Customer ServiceRepresentative - Mesa, AZ

StateServ Medical provides industry-leading DME management solutions that simplify administration to boost operational efficiencies, contain costs, enhance quality of care, and ultimately increase patient satisfaction.  With our innovative technology and unmatched expertise, we provide the visibility and insights our clients need to make timely, informed decisions and drive meaningful results. We serve over 100,000 patients every day spanning all 50 states.

This position is remote and requires reliable Internet connectivity and not mobile hotspots.

Essential Functions 

Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.
1. Receives and responds to inbound calls from clients for order and delivery of equipment, pick-up, maintenance or changes in service. Following standard operating procedures creates patient records and captures complete information in the company system to ensure authorized and complete equipment is logged and captured.
2. In a respectful and courteous manner, acts as a resource for inbound calls from patients or care givers to troubleshoot basic and routine issues with equipment. Promptly escalates complex issues as appropriate to facilitate resolution of the issue.
3. Reviews the system for open and pending orders and prioritizes deliveries based on Company service expectations and standards. Makes outbound calls to the patients (e.g., residence, adult care home, assisted living, long term care facility, etc.) to verify order and delivery information. Establishes any delivery time constraints and schedules delivery or pick up accordingly.
4. Reviews daily orders, assesses driver ability and availability of stock to deliver within established timeframes and assigns orders to driver schedules. Provides complete information to drivers (e.g., place, time and equipment ordered) to facilitate a smooth a timely delivery and set up. 

5. On a continuous basis, reviews the system schedule to track potential time constraints. Where feasible, coordinates alternate schedules with patients and drivers to deliver equipment in the most time-sensitive manner. Proactively maintains communication with the patient or care-giver to alert them of delayed deliveries, maintaining a professional and courteous demeanor at all times.
6. Acts as a liaison between patients/care-givers, business clients, drivers and operations to coordinate deliveries/pickups and ensure all parties have accurate information. May troubleshoot and resolve common delivery issues to preserve the most optimal customer experience.
7. In a timely and accurate manner, captures and records appropriate contact and order information in the company system adhering to standard operating procedures.
8. On a continual basis, monitors email and/or other systems for order-generated client notes. Determines necessary internal action or communication required to fulfill company obligations. Coordinates activities and/or relays information as appropriate. 

Marginal or Additional Functions 

1. Participates in regularly occurring staff meetings, training activities and ongoing continuing education to maintain relevant understanding and knowledge of company offerings and processes and procedures.
2. May participate in department rotation of on-call phone coverage that may entail over-night periods of time.
3. Performs other duties as assigned or apparent.

Supervisory and Managerial Responsibility 

• Supervisory/managerial responsibility is not applicable

Knowledge, Skills & Abilities

Education, Licensure or Certification:
• A high school diploma or equivalent is required
Work Experience or Related Experience:
• At least six months experience in which incumbents regularly interface with customers is essential to perform customer services functions as described
• A year of call center or dispatch experience or experience working in a medical environment is strongly preferred
Specialized Knowledge, Skills & Abilities:
• Strong interpersonal skills are necessary as is the ability to remain customer service oriented during situations in which clients or customers may be frustrated
• The ability to speak and write in a professional manner is required to communicate with patients, clients, drivers, and operations as described
• Proficient and accurate typing/data-entry skills are required to record system information as described
• Good organization and prioritization skills are required to schedule and dispatch equipment deliveries within established timeframes and service standards
• Familiarity with Microsoft Office and a web browser is required to access, capture and communicate information as described
• The ability to demonstrate ownership for orders, scheduling or dispatching and researching and/or providing solutions to routine and common issues rather than escalating problems is essential
• Spanish speaking skills are desirable but not required
Equipment:
• Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required
• Familiarity with contact management software is strongly preferred

Travel Requirements and Conditions 

• No travel is required

Work Environment, Conditions and Demands 

• Work is generally preformed in an office environment or remote setting in which there is only minimal exposure to unpleasant and/or hazardous working conditions.
• The ability to maintain a flexible schedule to accommodate on-call rotations as described is required
• Incumbents must be able to work with defined schedules in which timed lunches and breaks are predefined

Physical Requirements and Demands 

• This position entails a high level of work performed at a computer terminal throughout the day as well as heavy use of a telephone or headset equipment
• On a regular basis, incumbent frequently performs repetitive motions at a computer terminal and is subject to prolonged sitting
• Regular eye-hand coordination and manual dexterity is required to operate office equipment

Additional Position Information 

• No additional information is applicable

We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

StateServ offers a rewarding, casual, fun work environment to include competitive benefits and compensation.  We welcome new ideas and innovative thinkers. If you want to do meaningful work that is truly helping people, come join our growing team and make a difference!