Customer Service Representative

at  Koya Medical Inc

Koya Medical has an immediate need for a full-time Customer Service Representative who is interested in joining our organization. The Customer Service Representative position serves as the first point-of- contact for inquiries about the Koya products. The words ‘it is our pleasure to help you’ are shown in each and every interaction. The Customer Service Representative will answer inbound calls and emails from patients, healthcare providers, sales representatives, and others. The Customer Service Representative will be primarily responsible for the timely closure and documentation of patient and customer interactions. This position will answer product and usage questions from users, troubleshoot errors, coordinate RMAs, and document complaints. This position requires patience, empathy, and outstanding communication skills. This position will manage an increasing amount of phone calls and emails, both inbound and outbound. The calls and emails will include, but are not limited to, product troubleshooting, billing/reimbursement questions, checking on order status, requests for accessories and replacements, and training schedule/rescheduling. We are seeking a candidate who will be based out of Dallas, TX. The role is full time and will work onsite in Dallas, TX or in a hybrid arrangement of onsite/remote work.

DESCRIPTION

Candidate must be a strong team player, agile learner, and self-motivated. They must deliver the essential job responsibilities but also have the drive and talent to grow the role and grow with the company as it scales. The job requires strong administrative, organizational, and (oral and written) communication skills; knowledge in insurance coding, coverage, and policy is a plus. The candidate must also be confident and resourceful when faced with challenges related to a fast-growing company.

KNOWLEDGE, SKILLS & ABILITIES

• Excellent organization skills; detail-oriented
• Comfortable communicating directly with patients; friendly and empathetic demeanor
• Excellent verbal and written communication skills
• Demonstrated ability to work independently in a fast-changing environment
• Excellent interpersonal skills and a spirit of teamwork
• Familiarity with ISO 13485, FDA, and cGMP
• Knowledge of lymphedema, highly desired
• Competent using personal computers and standard word processing, spreadsheet, presentation software
• Ability to communicate in more than one language, desired
• Ability to travel up to 5%
• Strong customer service orientation while consulting with patients, physicians, and referral sources.
• Must have strong work ethic
• Effective conflict resolution
• Ability to maintain confidentiality and exercise extreme discretion
• Solutions-oriented problem solver
• Strong knowledge with complex reporting, analysis, and able to implement a corrective action plan based upon the data, desired

QUALIFICATIONS

• 2+ years customer service / product support, highly desired
• 1+ years in an inside sales role, preferred
• Medical device experience, required
• Intermediate knowledge/proficiency in Microsoft Office, Salesforce CRM
• Fishbowl knowledge a huge plus
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities
• Minimum high school diploma/GED; college degree preferred

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any Koya manager authorized to provide instruction or assign work. Duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
www.koyamedical.com

ABOUT THE ROLE

The Customer Service Representative will spend approximately 90% of their day responding to phone calls and emails and entering the necessary documentation into Koya systems. These interactions range from inquiries about the product itself and order status checking to complaints and troubleshooting. This position requires a strong performer with the ability to prioritize, plan, and direct their own work in order to exceed departmental goals.

PRIMARY RESPONSIBILITIES

• Answering phone and emails from patients and customers regarding product questions, issues, complaints
• Documenting all interactions in Koya systems
• Following – and continuously improving – standard procedures
• Building a knowledge base with regards to issues and troubleshooting resolutions
• Assisting the quality assurance group with proper closure of complaints, as required by FDA and ISO for medical devices
• Communicates directly with patients to troubleshoot basic issues over the phone. Tracks patient complaints and returns to resolution, escalating as necessary
• Responsible for delivering daily productivity, quality, and customer-service standards.
• Develop efficiencies in departmental processes to maximize accuracy and timeliness.
• Ensure Koya Medical’s compliance with all state and federal regulations.
• Assist with reporting & analysis of daily/weekly/monthly reporting of department metrics/KPI’s. Identifies trends and process improvement opportunities, recommends potential solutions, and ability to implement action plans.
• Performs other duties as assigned.