Customer Service Representative – Patient Registration Team Lead
R1 RCM
Customer Care Specialist
Epredia
full-time
Posted on:
Location Type: Office
Location: Kalamazoo • Missouri • 🇺🇸 United States
Visit company websiteSalary
💰 $35,000 - $45,000 per year
Job Level
Junior
About the role
- Enter and update/manage all orders received via email and phone, with products ranging from IHC, Consumables, Instruments, Etc.
- Maintain accurate, organized customer files, including documentation of key contacts, important verbal discussions, account communication preferences, issues, and customer requests throughout the order process.
- Proactively communicate any upcoming challenges/disruptions and align on a mutually beneficial plan to address them while ensuring adequate coverage of the customer’s business, anticipating their needs in a way that seeks to eliminate any need for your account(s) to contact us with questions, aside from placing new orders.
- Enter all needed customer complaints and product returns.
- Investigate overdue and damaged shipments or shortages in shipments already received.
- Listen to customer concerns that might arise, effectively diffuse dissatisfaction, and quickly identify a course of action with a goal of first contact resolution within established turnaround times.
- Gather and disseminate information and pursue a course of action for timely resolution.
- Investigate by contacting other departments, supervisors, sales, business and channel partners, and/or freight carriers.
- Utilize needed systems to locate required information.
- Analyze and resolve customer concerns using established procedures.
- Examine pertinent information to determine the validity of customer complaints and to determine responsibility for errors and resolution throughout the order process.
- Document any applicable processes where serving as a Subject Matter Expert for the team.
- Analyze the open order report and collaborate with Materials/MFG/Sales and other departments to ensure that orders are shipped out on time.
- Identify the root cause of past due items and help drive solutions to meet customer expectations.
Requirements
- 1+ year of experience in a customer-facing role
- High School education required
- Proficient with MS Office
- SAP and/or Salesforce experience is preferred
- Strong interpersonal and organizational skills
- Strong critical-thinking skills
- The individual should be self-motivated, a quick learner, and able to develop and maintain constructive working relationships within and outside of the company
- Ability to set priorities and make decisions in a dynamic work environment
- Detail-oriented and highly accurate, with strong follow-up skills
Benefits
- medical
- dental
- vision
- 401k
- holiday pay
- vacation
- more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer order managementcomplaint resolutionorder analysisroot cause analysisdocumentationdata entryproblem-solving
Soft skills
interpersonal skillsorganizational skillscritical-thinking skillsself-motivatedquick learnerrelationship buildingdecision makingdetail-orientedfollow-up skills
