What are the responsibilities and job description for the Customer Service Representative II position at Hanger, Inc.?
Why Us?
With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.
Could This Be For You?
Provide exceptional customer service to Internal and Independent customers as part of the SPS Value Proposition.
Your Impact
- Answer average of 45-50 incoming calls per day and make 20-25 outgoing calls.
- Review and accurately process for same day shipping all incoming phone, faxed, emailed and ecommerce orders (Online Store, OPIE, Punchout).
- Field incoming chat inquiries from all SPS websites (Online Store, Punchout, CompWell)
- Follow-up promptly with customers regarding pricing requests, product information, problem shipments, tracking information, etc.
- Keep accurate records of internal and external customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken to resolve the issue.
- Communicate all back order and drop ship inquiries for an assigned territory of internal or external customers via phone call and email.
- Maintain spreadsheet on problem returns. Communicate needed information to customer and respond promptly to the returns department.
- Support SPS Sales Representatives as needed.
- Promote and support both the SCORE and Rewards Programs messaging cost savings alternatives.
- Proof and edit marketing materials and catalogs as needed.
- Process credit card orders (mostly government cards) in compliance with company security guidelines.
Minimum Qualifications
- High School Education or GED is required
- 1-2 years of related experience in a customer service capacity
Additional Success Factors
- In-depth knowledge of drop ship processes and policies.
- Ability to lead and direct the work product of a team.
- Maintain monthly sales average of 150k or above.
- Attend vendor product training sessions and complete all compliance training.
- Consistently exhibit a positive attitude and exceptional work ethic.
- Demonstrate professionalism in all dealings with inside and outside customers.
- Document with order notes any and all issues with regards to shipment, order processing and vendor shipping errors.
- Ability and desire to work in a fast-paced call center environment.
- Possess excellent customer service and communication skills.
- Above average computer skills with a technical aptitude and ability to learn company specific software.
- Detail oriented and self-motivated.
- Excellent organizational skills.
- Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
- Keep the patient at the center of everything that you do, building lifelong trust.
- Foster open collaboration and constructive dialogue with everyone around you.
- Continuously innovate new solutions, influencing and responding to change.
- Focus on superior outcomes, and calibrate work processes for outstanding results.
Our Investment in You
- Competitive Compensation Packages
- 8 Paid National Holidays & 4 additional Floating Holidays
- PTO that includes Vacation and Sick time
- Medical, Dental, and Vision Benefits
- 401k Savings and Retirement Plan
- Paid Parental Bonding Leave for New Parents
- Flexible Work Schedules and Part-time Opportunities
- Generous Employee Referral Bonus Program
- Mentorship Programs- Mentor and Mentee
- Student Loan Repayment Assistance by Location
- Relocation Assistance
- Regional & National traveling CPO/CO/CP opportunities
- Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest
Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.
#ERF-SPS
