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Atos Medical · 6 days ago

Customer Service Representative

New Berlin, WI

Full-time

Hybrid

Entry Level

1+ years exp

Atos Medical is a global leader in neck stoma care dedicated to improving the lives of people living with laryngectomy and tracheostomy. The Customer Service Representative supports management by delivering exceptional service through managing calls, processing orders, providing technical support, and resolving customer issues.

CollaborationHealth Care

Responsibilities

Provide prompt, courteous, and professional customer service through multiple channels, including phone, email, mail, chat, SMS, and other available platforms

Respond to all voicemails, emails, and internal inquiries within 24 hours

Maintain a polite, helpful manner, offer informed answers, and ensure thorough follow-up to maintain high customer satisfaction

Represent Atos Medical professionally in all client and patient interactions

Continuously promote and reinforce the value of Atos products to customers

Strive for one-call resolutions and minimize calls sent to voicemail

Process existing customer sales orders in accordance with departmental instructions and quality procedures

Serve as a backup for processing new customer orders and requests during peak periods

Accurately process Web-Shop orders, as assigned

Ensure timely and accurate order entry, including communication of necessary information to schedule shipments

Work closely with Logistics to ensure prompt and accurate product deliveries

Provide technical product support and assist customers with product-related inquiries

Identify appropriate solutions to customer complaints, take corrective action, and monitor outcomes to ensure satisfaction

Collaborate with the Insurance department to ensure proper billing to insurance companies, contracts, other third-party payers, and clients/patients

Coordinate with Accounting and other departments to resolve order or payment issues

Cross-train colleagues on department procedures and processes

Maintain department records according to established guidelines

Actively participate in departmental training sessions and company committees, as requested

Perform other duties as assigned, maintaining a positive attitude and prioritizing tasks effectively

Qualification

Customer service experienceTechnical product supportSAP knowledgeMicrosoft Office proficiencyConflict resolutionVerbal communicationWritten communicationTeam collaborationAttention to detail

Required

High school diploma or general equivalency diploma (GED)

One year customer service or inside sales experience

Exceptional customer focus and ability to work under pressure; ability to maintain awareness of, and seek to meet the needs and wants of the customer without being prompted