Hill-Rom Customer Support Rep 1 (2nd shift) in Batesville, Indiana
*Please note: 2nd shift position that involves rotating 1 weekend day every weekend *
The Customer Care Center provides exceptional customer service in the healthcare industry. We are the primary contact for the renting of Therapy surface products and Movable Medical Equipment, as well as providing support for service employees and capital technical support after hours.
All representatives are expected to answer basic questions about products, rental contracts, billing, pricing, inventory availability, and general orders. The Customer Care Center Rep I is expected to be proficient in all Call Center activities and to maintain customer satisfaction in a demanding and changing medical field environment. The Customer Care Center Rep I reports to the Contact Center Customer Specialist Supervisor.
ESSENTIAL DUTIES AND RESPONSIBILITIES: – Other duties may be assigned:
Responsible for creating and maintaining exceptional customer value, employee value, and shareholder value in an environment that is demanding and changing due to customer expectations and product technology.
Answer basic technical and operational questions and provide information on product features and uses.
Maintain technical product knowledge to keep abreast of updates and changes by continued product training.
Responsible for the customers in the regions or skill sets assigned which includes ensuring familiarity with their customer’s business needs and that customer orders are managed with a high level of accuracy, customer service and follow through.
Identify issues and flag them for timely resolution. These issues may pertain to Call Center processes, service and sales functionality, or customer needs.
Answer customer questions regarding accessory items, pricing and inventory availability.
Work with other team members, sales and field service on specific issues with customers through resolution of those issues.
Should maintain a minimum of a Meets Expectations rating in Monitoring, unless Region associated, then an Exceeds Expectations should be maintained.
Must maintain a minimum of a Meets Expectations rating on Adherence to Schedule (Sick and Tardy) as well as other individual and team metrics.
EDUCATION, EXPERIENCE, QUALIFICATIONS AND SKILLS:
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.
Schedule flexibility, must be willing and capable of working any shift 24/7/365
High school diploma or GED required
Successful completion of product training and testing required within 60 days of hire
Must be proficient in all aspects of JDE within 60 days of hire
Adapts to new technologies and is comfortable with the Microsoft Office Suite of products including Word, Excel and Outlook
Ability to communicate effectively with internal and external customers
Strong written and verbal communication skills required
Strong analytical and organizational skills required
High attention to detail required
A strong individual contributor who can work effectively in a team environment
Exhibit a professional attitude and appearance
Help desk or technical experience preferred
Experience working in a healthcare setting preferred
Bilingual in Spanish a plus
NOTE: The inability to perform any of the following physical requirements does not preclude an applicant from consideration unless, following an individualized analysis, it is determined that the physical requirement is an essential job function and the applicant is unable to perform such function with or without reasonable accommodation
Job: Customer Support
Primary Location: United States-Indiana-Batesville
Posting Entity Hillrom
Req ID: 21123298