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Customer Care Lead in Arlington, TX at Joerns Healthcare

Date Posted: 2/12/2018

Job Snapshot

Job Description

About Joerns

Joerns Healthcare is a leading national distributor of therapeutic support surfaces, bariatric care equipment, negative pressure wound therapy systems, and safe patient handling solutions. We serve special patient handling needs across the entire continuum of care, including acute care hospitals, long term acute care hospitals, skilled nursing facilities, rehabilitation facilities, and hospice centers.
We continually strive to provide the most exceptional service, the most affordable products, and the most innovative patient care solutions to our customers. We are currently searching for skilled, self-motivated and dedicated professionals to add to our team. We offer hands on training, benefits and an outstanding work environment.


At Joerns Healthcare, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. Our employees also receive Paid Vacation and Holidays. Please note that benefits may vary by site.

Position Summary

The Customer Care Leads primary responsibility is to respond to inbound calls or emails in a call center. Make outbound calls as necessary to resolve customer issues. This position requires maintaining relations with a variety of customers /clients. This position is responsible for guiding the team to meet department and business goals. The lead will be responsible to respond to escalated calls and emails. The lead will make outbound calls to resolve customer issues and work with all Joerns departments to provide a consistent and responsive point of contact of escalated issues.

Job Requirements

The customer base is acute, post and home care medical facilities and care givers. Primarily physicians, nurses, discharge planners, case managers or procurement office. Assist field personnel primary fields service technicians or sales with resolution of customer issue.
The Primary duties of the Customer Care Lead include: Pre-audit, order entry, change order management, delivery/installation coordination, problem resolution and product assistance. It is important for the Customer Service Representative to know all product lines, policies and procedures related to; delivery, pick up, and order tracking. Initiates and sustains a professional rapport with customers, while creating a friendly positive experience.  
  • Guides team in day to day activities to perform job at Customer Care excellence
  • Evaluate reporting needed to organize and prioritize daily order management and call volume
  • Ensure team is strategically working on projects to ensure Customer Care success on a daily basis
  • Provides guidance to questions and problem solving on customer requests and questions
  • Maintain a working knowledge of Joerns HealthCare products and services offered to clients/companies
  • Receives all incoming calls and/or emails from customers needing delivery or service
  • Evaluates client concerns, complaints, and trends to recommend changes to accommodate client needs. Coordinate problems resolutions with supervisory approval as needed
  • Resolve exceptions and discrepancies related to orders and returns via email or inbound phone call
  • Utilizes expert problem solving skills and customer service skills to respond to and resolve complex inquires and problems; performs trouble shooting on products.
  • Manage special accounts within their assigned territory/region
  • Continuous Project management for large sales orders including converting quotes, reviewing old product information, and collaborating with other departments to assure accuracy and completion
  • Works with other departments to obtain information needed to answer customer inquiries.
  • Provides price quoting for products and services with limited guidelines.
  • Provides support to sales and other departments providing immediate resolution to any issues related to orders, products, and general inquiries.
  • Uses multiple systems and the internet to research, troubleshoot and resolve problems in order to address client related issues.
  • Expected to grow knowledge base during and post new hire training for different customer programs
  • Maintain client confidentiality in accordance with all state and federal regulatory standards, and for the dignity and respect of the patient
  • Follow HIPPA guidelines
  • Work with all Supervisors and / or Managers to understand Team Key Performance Indicators such as Service Level, Cycle Time or Customer Satisfaction
  • Held accountable for individual performance indicators such as Contacts Per Hour, Handle Time, Talk Time, After Call Work Time
  • Ability to work extended hours based on business needs when necessary

Required Education

High School diploma or GED equivalent

Required Skills & Experience

  • Previous leadership roles and leadership skills with the professional maturity to guide a team
  • 2-3 years of previous experience in Customer Service
  • Must be dependable to adhere to schedule, be on time to work and follow through with customers
  • Experience using a computer, and have excellent organizational skills
  • Ability to write simple and complex correspondence
  • Ability to present information over the phone clear and concise
  • Excellent follow-through and analytical skills

Preferred Skills, Experience & Education

  • Prior experience with SAP/EDI/Sales Force and Excel a plus
  • Excellent written and verbal communication skills and proficient with use of computer and software applications including MS Office, specifically MSWord, MS Excel
  • Ability to read and comprehend simple and sometime complex instructions, short and long correspondence, and memos
  • Experience with multi-product industry call center highly preferred 
  • Experience in healthcare industry (DME, wound support surfaces) is very helpful
  • Ability to deal pleasantly, patiently, and effectively with customers and co-workers
  • Strong communication skills with the capacity to make independent decisions
  • Strong leadership skills with the ability to teach, train and coach other employees
  • Very detail oriented
  • 4 year degree

Joerns Healthcare is an Equal Opportunity Employer