Customer Experience Representative (Remote)

Job Description Summary

Be part of something bigger

Liberator Medical Supply™ (LMS) has been serving urology and ostomy customers for more than two decades. LMS is dedicated to providing high-quality, innovative medical supplies combined with exemplary customer service, discreet delivery of supplies and support with insurance paperwork and representation.

We have an immediate need for Customer Service Representatives! This is a 100% remote, work from home position!

In this role you will provide effective customer service for all external Liberator Medical Supply, Inc. customers by utilizing in-depth knowledge of company products and programs

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.

I. POSITION PURPOSE

To provide an effective customer experience for all external Liberator Medical Supply, Inc. customers through a proactive approach to our customer's experience as well as analyzing and improving upon customer attrition through activities such as post order follow up surveys, new product and scripting pilots, improved customer communication methods, and inactive customer win back campaigns.

II. PRIMARY DUTIES AND RESPONSIBILITIES

• Place and receive phone calls with the goal of improving our customer experience and long-term customer retention efforts.
• Use digital communication methods inclusive of web chat, email, and text to make successful outreach to our customers.
• Process customer orders/changes according to established department and intra-departmental policies and procedures.
• Track daily production and submit daily sales logs to direct supervisor.
• Supports special projects aligned to business needs including new scripting and product trials with our customers.
• Meet or exceed monthly departmental sales goals as established by Custer Experience Management as well as adhere to phone activity/compliance standards to include Medicare guidelines, HIPAA and daily phone statistics.
• Provide timely feedback to Customer Experience Management regarding service failures or customer concerns.
• Documenting customer calls within the organization's software systems to include the creating and processing of call results and customer feedback.
• Effectively overcoming objections relative to customer cancellations and management escalations in line with the company code of conduct and departmental customer service protocol.
• Communication of Liberator Medical Supply's Mission and Core values through an expression and communication of Care and Appreciation to all customers.
• Adhere and comply with all Liberator and departmental attendance and time off policies.

III. ANCILLARY DUTIES AND RESPONSIBILITIES

• Monitoring rushes and communicating with operations to ensure that all priority customer orders and sent out by the end of each business day.
• 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.
• Performing other duties and responsibilities as requested, directed, or assigned.

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.

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)

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:

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.

Math: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply intermediate math skills

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.

Computer: Knowledge of Word Processing software, Excel, Access and/or other database software.

Telecommunications: ability to utilize or knowledge of call center telecommunications software (i.e. dialer systems)

Licensure or Certifications required: No certifications needed

VI. WORK REQUIREMENTS

Ability to work some evening shifts, weekends, and overtime as needed 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 sit; use hands to finger, or feel and talk or hear.

VIII. DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position. The Company officers, mid-level, and entry level management staff may assign additional duties and responsibilities as needed. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job- related duties requested by their supervisor in compliance with Federal and State Laws.

Education and experience required:

• High School Diploma or general education degree (GED)

We offer a comprehensive benefits package to include:

• Up to 12 company paid holidays
• Medical, dental and vision insurance
• 401(k)
• Tuition Reimbursement
• Access to the BD Healthy Lives Program, Employee Assistance Programs, and additional support resources!

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Primary Work Location

USA FL - Stuart Airport Road

Additional Locations

Work Shift