Customer Service Representative II

Customer Service Representative II

• Job :
• Positions: 1
• Job Location:
  
  US-GA-Alpharetta
• Telecommute:
  Location-Specific Position
• Employment Type:
  
  Full-Time
• Category:
  Supply Chain | Warehouse

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market.

With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.

• Will follow and enforce ACP Confidentiality, HIPAA, SOX, and all Quality Regulatory requirements that may apply within their daily activities, as defined by company policy/procedures.
• Answer technical questions for customers, dealers, and staff calls into Customer Service.
• Administers complaints database for "Issues", "Complaints", and "Incidents".
• Keep accurate records of internal and external customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the compliance database.
• Obtain and examine all relevant information provided by the customer to assess validity of complaint, determine possible causes, trouble‑shoot, and facilitate the appropriate solution.
• Accurately enter all supply, swaps, and replacements orders in AGW and/or MAS as needed dependent on process.
• Incidents – Acquire, provide information to facilitate MDR procedures.
• Assist field staff with questions and calibration issues as needed.
• Manage all Outlook mailboxes, and Fax drive.
• Ensure appropriate data management of all customer orders within network database.
• Responsible for customer follow‑ups to promote positive customer relations with all customers, dealers, and staff.
• Will originate phone calls to current customers to assure the best customer support, and provide information about products and services, to facilitate marketing initiatives.
• Maintain relationships with new and existing customers and provides information to maximize sales volume.
• Provide communication to other departments as needed for all issues and/or complaints.
• Document all outbound telephone survey and sales results, when applicable.
• May schedule customer dates for installation and training for new and existing customers. This will be coordinated with the Operations Department and the local CPM.

• A minimum of 2 years of related experience.
• High School diploma or equivalent.

• Experience with desktop operating systems including Windows 2000, XP and 7 environments.
• Knowledge of basic computer hardware.
• Experience with supporting various software applications and providing technical support for upgrades and enhancements.
• Type minimum of 40 words per minute with minimal errors.
• Excellent communication and cognitive skills, verbal and written.
• Microsoft Office skills to include Excel, Word, Visio, PowerPoint.
• Ability to effectively communicate technical information over the phone.
• One or more years' experience in electro‑mechanical/electronics fields.
• Experience in a call center environment.
• Experience with Windows 8 operating system.
• Able to configure, install and support desktop hardware and software.
• Experience with video networking, application trouble shooting.
• Experience with Log Me In.
• AA/AS degree in electronics or equivalent preferred.
• Knowledge of ACP's products and services.
• One or more years inbound/outbound telemarketing experience.

• Excellent communication and cognitive skills, verbal…