Customer Care Center Representative II

Inogen; Huntsville (AL); On-site; USD 27,000 - 31,000; Full time

Benefits offered by this job

Annual performance bonus

Health, dental, vision insurance

401(k) plan with employer match

Paid vacation and sick leave

Volunteer time off

Job summary

Inogen, Inc. is seeking a Customer Care Center Representative in Huntsville, AL to deliver exceptional service to respiratory customers who obtain equipment directly from Inogen.

You will support internal teams, handle product inquiries, process supply orders, and strive for first-call resolution. You will professionally manage a high volume of inquiries, document interactions, and use systems to process orders while upholding quality and policy standards.

Qualifications

• Handles high-volume customer inquiries and requests.
• Distributes information accurately and documents interactions.
• Maintains knowledge of product information and policies.
• Assists with credit card payments and order processing.
• Learns and adheres to QA forms, SOPs and safety procedures.

Responsibilities

• Professionally handle high volume of incoming customer requests and outbound calls to resolve issues.
• Gather customer info, fulfill needs and document in the account system.
• Use multiple monitors and systems to process orders and notes.
• Balance company policy with customer benefit in decision making.
• Upsell products where appropriate and contribute to customer satisfaction.
• Maintain timely updates on all open cases and close them before shift end.
• Adhere to all company policies and procedures.

Skills

Customer service

Communication

Typing

Attention to detail

Multitasking

Teamwork

Problem solving

Conflict resolution

Education

High School diploma or equivalent

Associate in Business Administration (preferred)

Tools

Salesforce

Oracle

Job description

Job Summary:

The Customer Care Center Representative provides an exceptional customer experience to respiratory consumers who obtain their medical equipment directly through Inogen. They also provide support to our internal operational departments related to customer care issues. The Customer Care Center Representative is a frontline support for incoming inquiries and customer support. They are responsible for handling product questions, processing supply orders, and ensuring first call resolution.

Responsibilities

(Specific tasks, duties, essential functions of the job)

• Professionally handle high volume of incoming requests from customers, make outbound calls as required to resolve customer issues, questions, concerns including and not limited to: case status, account updates, equipment exchanges, and supply orders and ensure that issues are resolved promptly and thoroughly.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for further contact and document interactions within their account.
• Use automated systems on multiple monitors to analyze the customer’s situation, as well as to enter any orders/notes associated with customer’s needs.
• Maintain a balance between company policy and customer benefit in decision making.
• Handle issues in the best interest of both the company and customer.
• Assume responsibility for customer satisfaction as part of a collaborative, dedicated Customer Care Center Team which pro-actively resolves all customer issues.
• Process credit card payments.
• Ensure all open cases are updated, assigned, and closed before end of shift
• Understand and adheres to, company and departmental policies and procedures, including and not limited to QA forms, SOPs, WIs, and safety and security measures.
• Adhere to key performance metrics.
• Required to learn company related product information.
• Maintain the highest level of quality in customer care while acting in a professional and courteous manner at all times. Encourage, promote and maintain strong customer relationships through a partnered approach with customer and other service lines.
• Demonstrate the highest level of professionalism, personal accountability and follow through at all times.
• Identify opportunities to upsell products.
• Required to have additional technical and troubleshooting skills to assist customers with difficult equipment errors.
• Professionally handles escalated customer calls by providing support and resolution for case issues.
• Efficiently working assigned cases, while continuing to balance inbound call workflow.
• Ad hoc project work to assist with Customer Care improvement projects.
• Maintain regular and punctual attendance.
• Comply with all company policies and procedures.
• Assist with any other duties as assigned.

Knowledge, Skills, and Abilities

• Drive to meet or exceed daily performance metrics related to key performance indicators.
• Effective active listening and communication skills
• Demonstrated proficiency in typing and grammar.
• Knowledge of relevant software computer applications.
• Knowledge of customer service principles and practices.
• Ability to collaborate with others & work in a team-oriented environment
• Ability to work in a fluid work environment based on business needs.
• Strong organizational skill
• Must have strong work ethic.
• Must be well-organized and a self-starter.
• Excellent oral and written communication skills required.
• Attention to detail is required.
• Effective conflict resolution.
• Analytical & problem-solving skills & ability to multitask.

Qualifications

• Operates at a task + project level for select projects which are specifically assigned to them.
• Able to execute tasks and project level work independently.
• Some supervision required.
• High School diploma or equivalent, required; Associates in Business Administration, preferred.
• 1-2 years of Customer Service experience, required. Including 1 year experience working in an inbound call support role, preferred.
• Previous SalesForce and/or Oracle knowledge, required.
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by personnel assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Inogen assesses market data to ensure a competitive compensation package for our employees. The base salary for this position is expected to be between $19.44 and $22.36 annually. However, actual base salary if hired will be determined on an individualized basis and will be based on non-discriminatory factors, including as to individual skills, education, experience and market location.

Our Benefits and Rewards:

• In addition to the expected base salary, this role is eligible to participate in Inogen’s annual performance bonus incentive plan, highly competitive and company-sponsored benefits, and wellbeing programs rooted in our strong culture of excellence.
• As a valued member of our team, Inogen provides health, dental, and vision insurance, 401(k) plan plus employer contribution and match, and generous paid leaves such as vacation and sick leave, including paid volunteer time, that can support you and your family through moments that matter.

Inogen is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.