Client Services Representative

The Operations team partners closely with ResMed’s five business leaders to understand their needs then providing a variety of products and services to help them meet those needs including Customer and Technical Services, Global Quality Assurance and Regulatory Affairs, Supply Chain, manufacturing, logistics and distribution. Focused on enabling new product introduction and operating excellence, our team strives to improve time to market for new products and services, improve efficiencies in our cross-functional processes, and improve our supply chain through digitization and automation to increase value add to our customers.

At ResMed, we work hard to deliver great benefits designed around what’s important to you. ResMed offers competitive wages and supports personal development. We offer $5,250 tuition reimbursement every year with no lifetime cap! Enjoy 14 paid holidays and a generous paid time off program where you can work your way up to 6 weeks per year. Our team members are also eligible for paid parental leave, medical, dental, vision, and disability benefits, the ability to participate in our Employee Stock Purchase Plan, and a generous 401K match.

The values of belonging and inclusion are what drive ResMed’s practice and people globally. By joining us, you will be part of a large community that values all differences and you will have the chance to participate in any inclusion-building programs available. If you would like to learn more about our culture, click here https://careers.resmed.com/we-are-resmed/belonging-inclusion-and-diversity/ .

Let’s talk about the team and you:

At ResMed we focus on capability and passion. Reporting into Manager, Client Services you will deliver an unparalleled customer experience and professional customer service to all clients and patients. As a Resupply Call Specialist you will make and receive follow-up calls to and from medical equipment patients. You will be reaching out communicating on a daily basis to patients checking-in on their therapy status and helping them order equipment and supplies. Given our high standards, it is imperative that a motivated, detail-oriented person with strong communication skills such as yourself be on hand to manage the patient experience. Through consistent and effective verbal and written communications, you will ensure that all stakeholders are appropriately informed on all client and patient issues that arise through your interactions. To ensure success in the role, you will be able to demonstrate that you are a natural problem solver with a pride and personal interest in what you do. In addition, you will be able to demonstrate your passion for learning.

Let’s talk about Responsibilities:

• Contact patients via the phone to check-in on their therapy status, collect adherence information, and order therapy supplies.
• Handle inbound customer orders for medical supplies.
• Assist patients with any issues, and escalating appropriately when issue needs to be addressed by the local provider.
• Follow up with a sense of urgency on client and patient emails and system generated alerts.
• Maintain client account records, track deadlines, and manage tasks in web based tools.
• Foster strong customer relationships.
• Multi-task, prioritize and organize all calls and emails sent to you and assigned to you.
• Document all technical inquiries and customer-reported problems in the ticketing system, including the nature of the support inquiry and the resolution recommended; provide monthly metrics to management team.
• Adhere to company policies and procedures regarding customer service, and problem escalation
• Adherence to a pre-defined schedule (Workforce Management).

Let’s talk about Qualifications and Experience:

• Minimum 2 years of experience in a customer support environment.
• Excellent verbal and written communication skills in both English and Spanish
• Must have strong organizational skills that demonstrate the ability to prioritize upon short notice while maintaining accuracy
• You will be an enthusiastic self-starter who can think outside the box and possess the mental agility to make an impact within your role quickly.
• You will be able to demonstrate grit, initiative, have the ability to learn fast and to work effectively within the team environment.
• You will have solid business acumen and be able to easily manage the detail, as well as drive a “big picture” perspective.
• You will have the ability to work autonomously, flexibly and focus on delivering results to ensure success in the role.
• Knowledge of customer support best practices.
• Experience with and genuine dedication to customer care/support.
• Excellent written and verbal communication skills.
• Ability to work a flexible shift schedule that could fall between the hours of 10:00am and 9:00pm, and include Saturdays.
• Detail oriented with excellent analytical and problem solving skills, including the ability to deal with situations where information is difficult to obtain, complex or ambiguous.
• Ability to work effectively with minimal supervision.
• Strong interpersonal skills; collaborative team player with a positive, can-do approach.
• Proficiency with Microsoft Office Suite (Outlook, Word, and Excel).
• Proficiency with Web Browsers (Explorer, Firefox, Chrome, and Safari).
• Ability to manage daily tasks, and activities to ensure all patients are contacted on schedule.

Desirable:

• University degree or College diploma in a relevant discipline would be considered an asset.
• Sleep, Oxygen, Nebulizer, or Diabetic therapy experience would be considered an asset.
• Registered/Certified Respiratory Therapist would be considered an asset.

#LI-DS1

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!