Customer Service Representative - Hanger, Inc.

Why Us?

Fillauer is a global leader in orthotic and prosthetic innovation that empowers clinicians and patients to achieve their best functional outcomes. With manufacturing and R&D locations in Tennessee, Utah, Colorado, and Sweden, Fillauer supports a strong upper limb product line, a robust offering of prosthetic feet, a variety of orthotic devices, and a collection of tools, equipment, components, and materials. Founded over a century ago, Fillauer is dedicated to helping individuals with limb loss and limited mobility return to daily activities and achieve new heights. We are an equal opportunity employer and value diversity at our company.

Could This Be For You?

The Customer Service Representative is in direct communication with our customers, ensuring a smooth sales ordering process. This role is based out of Chattanooga, Tennessee. The ideal candidate for this position will demonstrate excellent customer service and professionalism while offering accurate and quick assistance to customers using knowledge of Fillauer’s policies and products.

Your Impact

Essential Functions:

• Answer an average of 15-20 calls a day.
• Review and accurately process incoming phone and email customer orders, product inquiries, billing inquiries, delivery inquires, and customer complaints in a timely manner.
• Keep accurate records of internal and external customer interactions and transactions, recording details of inquiries, orders, and complaints as well as any actions taken.
• Monitor open orders and investigate delays with internal departments.
• Proactively communicate with customers when order issues or delays arise.
• Assist field staff with questions, orders, and issues as needed.
• Perform other tasks as needed to support the success of the organization.
• Refer complaints requiring investigation to appropriate departments or management.
• Support with returns processing when needed.

Position Requirements:

• Committed to customer satisfaction and delivering excellent customer service.
• Maintain relationships with new and existing customers to ensure the best customer support and provide information about products and services.
• Communicate with other departments as needed for orders, issues, and/or complaints.
• Document with order notes any and all order processing and shipping requirements.
• Accurate data entry on orders specific to customer information, part numbers, quantities, shipping options, and pricing.
• Update customer account information in a database as needed.
• Consistently exhibit a positive attitude and exceptional work ethic.
• Demonstrate professionalism in all dealings with inside and outside customers.

Minimum Qualifications

• High School Diploma, GED, or equivalent
• Minimum of two (2) years customer service or inside sales experience.
• Proficient in Microsoft Office, including Teams, SharePoint, Excel, and Word

Required Skills and Abilities:

• Possess excellent verbal and written communication skills.
• Above average computer skills with a technical aptitude and ability to learn company specific software.
• Self-motivated, willing to learn, and reliable.
• Detail oriented and excellent organizational skills.
• Must work well in a team environment.
• Ability to meet deadlines and work effectively under pressure.
• Excellent problem-solving 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.

Additional Success Factors

• Experience with durable medical equipment and/or orthotics and prosthetics.
• Experience with use of medical terminology in a professional setting.
• Type a minimum of 40 works per minute with minimal errors.
• Preferred experience utilizing a Customer Relationship Management (CRM) tool.
• Knowledge of Enterprise Resource Planning (ERP) software.

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.

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