Customer Service Trainer

Status: Full Time

Hours: 8:30am - 5:00pm

Location: Can be remote or in Southfield office

Hart Medical Equipment offers a competitive salary and benefits package. EOE

SUMMARY: Leads a customer service team by overseeing daily duties and being the first source of contact for team members. This position will provide training on Hart customer service policies and procedures. This is a role that requires excellent communication skills, strong knowledge of HDMS and Hart policies, and the ability to prioritize and multifunction.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
 

• Leads and oversees the daily operations of designated team.
• Recommends and assists ongoing training and educational activities related to both specific and general job topics.
• Work with Manager and Assistant Manager to meet department goals.
• Assist with communication forms as needed.
• Answers question and works though issues with team.
• Assists all internal and external customers in a professional manner.
• Maintain a positive, empathetic and professional attitude toward customers at all times.
• Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services.
• Coordinates home equipment service request with Dispatch for prompt delivery.
• Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
• Provide customers with product and service information.
• Maintain current knowledge on Medical, Medicaid and third party payor sources for equipment.
• Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services.
• Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.
• Understanding and striving to meet or exceed department metrics while providing excellent customer service.
• Making sales or recommendations for products or services that may complement client needs, as applicable.
• Act as a resource to leadership and employees.
• Conduct training sessions in a variety of formats such remote and on-the-job training
• Provide ongoing coaching and support to employees to ensure they continue to meet performance targets and expectations
• Other duties as assigned by management.

SUPERVISORY RESPONSIBILITES
This position has no supervisory responsibilities. However, will assist Manager/Assistant Manager with performance reviews and disciplinary actions.
QUALIFICATIONS
To perform this job successfully, an individual must be professional, proactive and positive with internal and external customers and coworkers. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience
 

• High school diploma or general education degree (GED).
• 1 year of relevant customer service/DME experience.
• Leadership experience preferred.

Skills & Abilities

• Excellent interpersonal, written and oral communication skills.
• Must be able to work independently while leading a team.
• Customer service orientation.
• Attention to detail.
• Good data entry skills.
• Proficiency with computers, with strong typing skills.
• Ability to work in a fast paced environment.
• Must have 100% department knowledge.

Language Skills
Proficent English (verbal, written). Second language encouraged.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure using a calculator.
Analytical & Problem Solving Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
None
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 regularly required to sit, talk and hear. Call Center/PAP/Supply/Stock & Bill departments require frequent seating behind a computer with frequent typing. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 lbs., 50 lbs. for retail. Specific vision abilities required by this job include close vision. All employees are required to work in a safe manner.