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Customer Care Representative in Arlington, TX at Joerns Healthcare

Date Posted: 2/18/2018

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 Representative  is responsible for acting as a liaison, providing product/services information and resolving any emerging problems that our clients might face with accuracy and efficiency.

Job Requirements

  • Order coordination to include: pre-audit, order entry, post-audit, change order management, delivery/installation coordination, promo codes as needed, and follow-up to satisfaction.
  • Evaluates client concerns, complaints, and trends to recommend changes to accommodate client needs
  • Coordinate problems resolutions with supervisory approval
  • 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
  • Answers 60-70 inbound calls daily, and performs outbound calls
  • 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
  • Ability to quickly access the needs of the caller and adapt self to address those needs
  • Works to research and resolve problems in a timely manner while maintaining productivity standards and performance guarantees
  • Assists as needed to perform other related duties and special projects

Required Education

High school diploma or equivalent

Required Skills & Experience

  • 8 months previous experience in a telephonic customer service environment
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
  • Ability to write routine reports and correspondence
  • Ability to speak effectively before groups of customers or employees of organization

Preferred Skills, Experience & Education

  • Excel (Basic to Intermediate)
  • Microsoft Word (Basic)
  • 4 year degree 

Joerns Healthcare is an Equal Opportunity Employer