Job Details

** Customer Care Representative**

**Job Category****:** Sales **Requisition Number****:** CUSTO001171 Showing 1 location **Job Details**

**Description**

InfuSystem is a growing healthcare service provider, specializing in infusion pumps and related products and services for patients in hospitals, clinics, ambulatory surgery centers, and other major service centers. We provide direct payer rentals, pump and consumable sales, and biomedical services and repair, serving all 50 states and Canada. Headquartered in Rochester Hills, Michigan, we have Centers of Excellence in Kansas, California, Massachusetts, and Ontario, Canada.

As a leader in our field, our mission is to provide quality infusion services to patients and medical practices, including a 24?hour clinical support hotline. Our team effort provides product management and clinical support to enhance the lives of our patients and the communities we serve. Service is always our highest priority; keeping the patients health & safety at the center of everything we do.

**SUMMARY:**To support & respond to the needs of our current customers, and closely communicate with and assist internal sales representatives.

**IN THIS ROLE, THE IDEAL CANDIDATE WILL:**

* Answer phones on the first ring and respond to emails in a timely manner. Provide a positive experience for the customer and minimize the need to transfer calls to another department.

* Document essential details of customer interaction within CRM such as complaints, pricing, large pump returns and update customer contact information. This crucial process will allow people to understand the history of an account and provide the customer with a more intimate experience.

* Accurately enters orders with correct quantity, product(s), accessories, shipping method and pricing. Execute the customers request right the first time.

* Generate RGAs (return of goods authorization) by logging specific, required information and probing for additional details.

* For Specialized Accounts (Pentec), perform the tasks as outlined above in addition to updating Access accurately when needed.

* Create price quotes and EZ-Own documents with the information provided by Sales Representatives.

* Run various reports through Great Plains.

* Set up new customers in SalesPad and Great Plains with accurate and thorough information, provided by the customer or the sales representative.

* Work alongside a handful of Infusion Pump Manufacturers and other distributors to effectively assist our customer base.

* Have an awareness and understanding of our competitors and the marketplace. There are many variables that exist and play a factor into supply/demand of the infusion devices.

* Funnel customer and market information to the inside sales force. Support them when their day to day needs, customer follow-ups and quote requests.

* Professional telephone and email etiquette is imperative.

* Other duties as assigned.

**SUPERVISORY RESPONSIBILITIES:**This job has no supervisory responsibilities

**THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING QUALIFICATIONS:**

* Associate degree (A.A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience

* Strong analytical and decision-making skills with considerable tact and diplomacy

* String communication, professional, organizational skills, and be detail oriented

* Ability to multi-task

* Knowledge of Microsoft Office products for word processing, spreadsheets, and PowerPoint

**PERSONAL AND PROFESSIONAL ATTRIBUTES:**The ideal candidate must be a rigorous analytical thinker and problem solver with the following professional attributes:

* Strong **work ethic**

* Sound **judgment**

* Proven written and verbal **communication** skills

* Natural **curiosity** to pursue issues and increase expertise

* Pursue and design **innovative** analytical performance metrics

* The **courage** to promote and defend ideas and analyses

* **Passionate** about InfuSystem and serving customers and patients

* Strives to make an **impact** on improving our business processes and results

* Exemplary **honesty and integrity**

* Ability to collaborate effectively and work **selflessly** as part of a team

**PHYSICAL DEMANDS:**The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**WORK ENVIRONMENT:**The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**COMPREHENSIVE BENEFIT PACKAGE:**At InfuSystem, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer perks and programs that help you grow in your career and make InfuSystem a great place to work!

* Health Savings Account

* Healthcare and Dependent Care Flexible Spending Accounts (FSA)

* Dental and Vision premiums covered by InfuSystem

* 401(k) with a specified Company Match

* Life Insurance, STD & LTD

* Employee Stock Purchase Program

* Tuition Assistance

* Generous Paid Time Off plan

* Paid Parental Leave

* Employee Assistance Program

* Competitive Pay

* Direct Deposit

* Employee Referral Bonus

**Skills**

**Preferred**

**Highly detail oriented** *Novice* **Teamwork** *Novice* **Problem Solving** *Novice* **Organization** *Novice* **Education**

**Required**

High School or better.

**Preferred**

Associates or better.

**Experience**

**Preferred**

**1 year:** Customer Service