Customer Experience Specialist

Barneshc; Tallahassee (FL); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401K retirement + company match

15 days paid vacation

Employee Assistance Program

Job summary

Barneshc is seeking a Customer Experience Specialist in Tallahassee, Florida. This role focuses on leading customer interactions and ensuring service excellence. Responsibilities include managing customer orders, coordinating staff, and responding to inquiries. The ideal candidate will have an Associates degree or three years of management experience, along with two years of customer service experience. The position offers comprehensive benefits including health insurance, paid vacation, and retirement plans.

Qualifications

• Minimum of two years of customer service experience required.
• Exceptional technology skills needed.
• Strong leadership and coaching abilities.

Responsibilities

• Coordinate customer orders and handle inquiries.
• Lead and manage location staff and operations.
• Ensure exceptional customer service and patient care.

Skills

Phone and customer relations skills

Use of technology (typing, Microsoft Office)

Leadership

Education

Associates degree or 3 years management experience

Job description

Customer Experience Specialist Position Summary

The CX has the primary responsibility of handling initial customer contact either in person, via the web, or over the telephone. Customer contacts might be with the patient, care giver, referral source, commercial account, or payor. The CX ensures all customer orders are received, qualified, and processed in accordance with procedure, and in a timely, efficient, accurate, and courteous manner. They often are involved in investigating and responding to customer inquiries regarding shipments, products, deliveries, and complaints.

The CX will lead responsibilities for the location, charged with coordinating activities of the location or work in conjunction with the Operations Supervisor requirements. The CX will lead all staff of the location, assist the Operations Supervisor, and report on all staff activities as assigned.

Benefits

• Health, dental, vision insurance + ancillary choices as well
• Teladoc services (provided at no cost)
• $50,000 Life insurance (provided at no cost)
• Employee Assistance Program (provided at no cost)
• 401K retirement + company match
• Short- & long-term disability
• 15 days paid vacation
• 8 Paid Holidays
• 40 paid volunteer hours
• Bereavement time off

Customer Experience Specialist Essential Functions

• Models and holds others accountable to the Barnes culture and acts as a coach and mentor for others in the organization.
• Provides localized leadership and guidance for all functions at the location and establishes and implements operations efforts that support the company's mission, vision, and purpose.
• Conveys clear performance expectations, follows up consistently, and enforces individual accountability for the team.
• Assesses the needs of the patient/partner and acts accordingly to provide exceptional service and whole patient care as efficiently as possible.
• Coordinates the delivery, set-up, and pick-up of equipment, supplies and services.
• Collects information from customers, physicians, and referral sources to facilitate accurate order entry and evaluates eligibility based on payer guidelines.
• Responds to customer inquiries regarding shipments, products, and deliveries; and handles complaints.
• Determines co-pay/deductible/out-of-pocket requirements and collects when necessary; reviews accounts for outstanding balances prior to providing services, collects or refers to appropriate internal resources.
• Collaborates with other functions to facilitate whole patient care and meet partner needs.
• Other duties as assigned.

Minimum qualifications and skills

• Associates degree, or 3 years management experience
• Excellent phone and customer relations skills
• Two years of customer service experience.
• Exceptional use of technology (typing, Microsoft Office, etc)