Customer Service Representative

Koya is always looking for curious and passionate individuals who want to join a fast-paced team for a career in transforming venous and lymphatic care through innovative people-centric technologies that improve lives and empower self-care. Koya values integrity, humility, hard-work, camaraderie, and fun. We offer a base + bonus compensation package, and a competitive benefits program.

Koya is always looking for curious and passionate individuals who want to join a fast-paced team for a career in transforming venous and lymphatic care through innovative people-centric technologies that improve lives and empower self-care. Koya values integrity, humility, hard-work, camaraderie, and fun. We offer a base + bonus compensation package, and a competitive benefits program.

The Customer Service Representative will answer inbound calls and emails from patients, healthcare providers, sales representatives, and others. The Customer Service Representative will be primarily responsible for the timely closure and documentation of patient and customer interactions. This position will answer product and usage questions from users, troubleshoot errors, coordinate RMAs, and document complaints. This position requires patience, empathy, and outstanding communication skills.

This position will manage an increasing amount of phone calls and emails, both inbound and outbound. The calls and emails will include, but are not limited to, product troubleshooting, checking on order status, return requests, and requests for accessories and replacements. This position requires a strong performer with the ability to prioritize, plan, and direct their own work in order to exceed departmental goals.

This position will report to Director of Customer Care. The role is full-time, exempt and will work in a hybrid role from our Dallas, TX location.

The essential functions include, but are not limited to the following:

• Answering phone & emails from patients and customers regarding product questions, issues, complaints
• Documenting all interactions in Koya systems
• Following – and continuously improving – standard procedures
• Building upon a knowledge base with regards to issues and troubleshooting resolutions
• Assisting the quality assurance group with proper closure of complaints, as required by FDA and ISO for medical devices
• Communicates directly with patients to troubleshoot basic issues over the phone.
• Tracks patient complaints and returns to resolution, escalating as necessary
• Responsible for delivering daily productivity, quality, and customer-service standards
• Develop efficiencies in departmental processes to maximize accuracy and timeliness
• Ensure Koya Medical’s compliance with all state and federal regulations

• 2+ years customer service / product support, highly desired
• Salesforce knowledge, highly desired
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities may be considered

• Comfortable communicating directly with patients; friendly and empathetic demeanor
• Excellent verbal and written communication skills
• Demonstrated ability to work independently in a fast-changing environment
• Excellent interpersonal skills and a spirit of teamwork
• Familiarity with ISO 13485, FDA, and cGMP, highly desired
• Knowledge of lymphedema, highly desired
• Ability to communicate in more than one language, desired
• Ability to travel up to 5%
• Strong customer service orientation while consulting with patients, physicians, and referral sources.
• Ability to maintain confidentiality and exercise extreme discretion

Strong team player, agile learner, self-motivated, continuous improvement, service focus, communication, mission & vision focus

The physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to…