Customer Service Representative

Customer Service Representative
Responsible for various sales activities, from lead generation through close in an
assigned territory. Develops and implements agreed upon Marketing Plan which will
meet both personal and business goals of expanding customer base in the territory.
Works within the sales and support teams for the achievement of customer satisfaction,
revenue generation and long-term account goals in line with company vision and
values. Interact with customers to provide information in response to inquiries about
products and services and to handle and resolve complaints. Conduct insurance billing
(3rd Party Billing Program) for individuals in own home, residents of LTC community
and provide satisfaction through delivery of products and services in a timely manner,
and maintain accurate and up-to-date patient records.
 Communicate effectively with customers via phone, letter, fax and email. Initiate
business conversation by answering phone, and electronic correspondence in a
timely manner.
 Responsible for 3rd Party Billing Program for individuals with strict adherence to
company policies, HIPAA regulations, Joint Commission requirements and
government standards. Complete understanding of Brightree software program
and its use in the insurance billing for individuals. Accurate processing of
customer’s medical and insurance information into company systems.
 Assist Account Executives in customer service of current customers, developing
on-going relationships with current customers and researching referrals and
potential prospects.
 Assist Account Executives in gathering of product information, pricing and sales
presentation information for current customers and prospects.
 Promote sales of medical/surgical supplies and products tailored exclusively to
the Long-Term Care market; including Nursing Homes, Home Health, Hospice,
 Departments and MRDD organizations. Sells consultatively and makes
recommendations to prospects and current customers of the various solutions
the company offers to their business issues.
 Assist in the creation and implementation of company marketing plans as
 Develop annual business plan in conjunction with Director of Sales, which details
activities to follow during the fiscal year, and assist the Account Executive on
meeting or exceeding sales goals.
 Adhere to all company policies, procedure and business ethics codes and
ensures that they are communicated and implemented within the team.
 Participates and contributes to the development of educational programs offered
to clients, prospects and company employees.
 Any future responsibilities deemed necessary by ownership and/or management
in the on-going development of individual’s role or job duties.
Internal / External Cooperation
 Maintain contact with all customers in the market area to ensure high levels of
Customer Satisfaction.
 Demonstrate ability to interact and cooperate with all company employees.
 Build trust, value others, communicate effectively, drive execution, foster
innovation, focus on the customer, collaborate with others, solve problems
creatively and demonstrate high integrity.
 Maintain professional internal and external relationships that meet company core
 Proactively establish and maintain effective working team relationships with all
support departments.
 Knowledge and ability – English and grammar.
 Pleasant and professional telephone voice/manner, ability to operate all office
equipment sufficiently to perform job.
 Ability to compose correspondence.
2-4 years of customer support experience
Experience with software solutions and large, complex organizations
Extensive experience in all aspects of customer relationship management
Strong understanding of customer and market dynamics and requirements
Willingness to work in a positive, professional, team environment
Proven ability to achieve sales goals