Enovis

Client Service Associate

Enovis

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

Oracle

About the role

  • Collaborate with various internal and external departments and customers to provide product and service information and support for Enovis software applications and resolve emerging problems customers might face.
  • Work to ensure new and existing customers on the Company’s software and applications are successful by implementing policies and procedures that ensure customer satisfaction and retention.
  • Provide remote support to internal and external customers via ticketing, Live Chat (messaging), email, or phone to resolve issues and ensure all customer interactions are thoroughly documented in system.
  • Respond promptly to inquiries and complaints and ensure tickets are worked efficiently to resolve issues promptly.
  • Evaluate and identify trends with customers on enhancements, needs, or issues within the hardware, software, and mobile applications, collecting customer feedback, providing supporting data, and reporting on trends where appropriate.
  • Serve as application and company ambassador in building sustainable relationships, as well as education and guidance for customers through their journey.
  • Provide accurate, valid, and complete information to customers by conducting research and exhaustive troubleshooting to ensure proper resolution using the methods and tools provided.
  • Independently evaluate risk of customer churn and proactively assess customer needs to promote and educate on available offerings within the Company’s application(s) to achieve successful outcomes and customer retention.
  • Develop and maintain a thorough knowledge of internal systems, software, and applications.
  • Create and maintain knowledge base articles, training documents, process maps, and technical documentation for internal and external customers.
  • Train internal and external customers and internal business units on best practices.
  • Assist with functions related to customer contracting and customer invoicing processes, including, but not limited to, the following: creating, sending, and managing storage of software contracts and SOWs, escalating contract changes to designated legal team members, compiling data required for invoicing, entering invoices into Oracle, reporting/escalating issues, and managing contract data in Salesforce.
  • Demonstrate commitment to the Enovis Compliance & Ethics Program, the Enovis Code of Conduct, the Enovis Sales and Marketing Code of Conduct, the AdvaMed Code of Ethics, and all supporting and applicable regulations, policies, and procedures.
  • Adhere to all internal Corporate Compliance guidelines, OIG, government healthcare regulations, regulatory policies and procedures, and privacy and security standards in accordance with government agencies, including HIPAA requirements.

Requirements

  • Minimum of 3 years of experience as a Field Service Representative or equivalent position in a medical/healthcare setting, managing a DME program, required.
  • Minimum of 3 years of experience in patient care.
  • Experience handling patient inquiries and complaints.
  • High School Diploma or GED required.
  • Working knowledge of MotionMD software preferred.
  • Agile Project Management certification, Certified Scrum Master certification, or any Project Management certifications a plus.
Benefits
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Spending and Savings Accounts
  • 401(k) Plan
  • Vacation, Sick Leave, and Holidays
  • Income Protection Plans
  • Discounted Insurance Rates
  • Legal Services

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supporttroubleshootingdata analysistechnical documentationcontract managementinvoicingknowledge base creationpatient care managementrisk evaluationcustomer retention strategies
Soft skills
communicationcollaborationproblem-solvingcustomer relationship managementtrainingresearchdocumentationtime managementadaptabilityattention to detail
Certifications
Agile Project Management certificationCertified Scrum Master certificationProject Management certification