Responsibilities:

We are seeking a dedicated and customer-focused individual to join our fast-paced team as a Customer Service Navigator in our high-volume call center. The Customer Service Navigator is the advocate of the customers for the Company, so empathy and compassion are paramount. The Customer Service Navigator is dedicated to processing orders for our chronic condition customers.

Customer Support:

• Handle inbound and outbound customer calls, emails, and inquiries with professionalism and courtesy.
• Ability to be resourceful - conducting their own research for customers to find them the best solution, not just off the shelf.
• Address and resolve customer concerns or issues in a timely and effective manner.
• Provide support in selecting ancillary products (such as wheelchairs, shower chairs, etc.) and provide support in creating an accessible life (such selecting an appropriate vehicle, necessary modifications to their home, etc.)

Communication:

• Communicate effectively and empathetically with customers to understand their needs.
• Provide clear and concise information to customers on products, services, and processes.
• Document all customer interactions and maintain accurate records.

Product Knowledge:

• Stay informed about the company's products, services, and promotions.
• Continuously update knowledge on industry trends and customer service best practices.
• Deep understanding of disease state / understanding of someone with a disability and knowledge of support services available in the community and build relationships with key resources within the community is preferred 

Quality Assurance:

• Adhere to established quality standards and guidelines in customer interactions.
• Participate in training sessions to enhance skills and knowledge.

Minimum Qualifications:

• High school diploma or equivalent required.
• Ability to pass a drug and background check.
• Basic working knowledge of computer systems; Brightree experience a plus.
• 3-5 years in a call center environment.
• 2+ years of DME experience

Preferred Qualifications:

• Previous experience in urological, ostomy, wound care and incontinence DME
• Familiarity with insurance rules and regulations, including working with HIPAA and Personally Identifiable Information. 

Here’s what we have to offer:

• Variety of Medical, Dental and Vision Insurance Plans
• 401k Plan
• PTO and Paid Holidays
• EAP
• Employee Discounts

Our Total Rewards package in aggregate is above market and includes competitive pay, paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, generous retirement savings, and a unique Benefit of Employee Share Ownership Program (BESOP).