Customer Service Representative

Koya Medical, Inc.; Dallas (TX); On-site; USD 40,000 - 45,000; Full time

Job summary

Koya Medical, Inc is seeking a Customer Service Representative to handle inbound calls and emails from patients, providers, and sales reps. The role emphasizes timely closure of interactions, product usage support, and error triage in a fast-paced, hybrid Dallas, TX environment.

Reporting to the Director of Customer Care, this full-time exempt position requires strong communication, empathy, and the ability to manage increasing workloads while meeting department goals and regulatory standards.

Qualifications

• 2+ years customer service / product support experience.
• Salesforce knowledge is highly desired.
• Equivalent combination of training, education and experience may be considered.

Responsibilities

• Answer inbound calls and emails from patients, providers and others.
• Document and close patient/customer interactions accurately.
• Answer product usage questions and troubleshoot basic issues.
• Coordinate RMAs and document complaints.
• Maintain patient confidentiality and comply with regulations.
• Prioritize tasks to meet departmental goals.
• Support quality assurance and ISO compliance activities.
• Communicate effectively with patients and healthcare partners.
• Manage a growing volume of inquiries with empathy and professionalism.
• Assist in building a knowledge base and improving processes.

Skills

Customer service

Communication

Empathy

Independent work

Teamwork

Tools

Salesforce

Job description

Koya is always looking for curious and passionate individuals who want to join a fast-paced team for a career in transforming venous and lymphatic care through innovative people-centric technologies that improve lives and empower self-care. Koya values integrity, humility, hard-work, camaraderie, and fun. We offer a base + bonus compensation package, and a competitive benefits program.

Join Our Team

Koya is always looking for curious and passionate individuals who want to join a fast-paced team for a career in transforming venous and lymphatic care through innovative people-centric technologies that improve lives and empower self-care. Koya values integrity, humility, hard-work, camaraderie, and fun. We offer a base + bonus compensation package, and a competitive benefits program.

Job Summary

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, checking on order status, return requests, and requests for accessories and replacements. This position requires a strong performer with the ability to prioritize, plan, and direct their own work in order to exceed departmental goals.

This position will report to Director of Customer Care. The role is full-time, exempt and will work in a hybrid role from our Dallas, TX location.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Answering phone & emails from patients and customers regarding product questions, issues, complaints
• Documenting all interactions in Koya systems
• Following – and continuously improving – standard procedures
• Building upon 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

Minimum Qualifications

Education, Experience and Training

• 2+ years customer service / product support, highly desired
• Salesforce knowledge, highly desired
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities may be considered

Knowledge, Skills and Abilities

• 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, highly desired
• Knowledge of lymphedema, highly desired
• 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.
• Ability to maintain confidentiality and exercise extreme discretion

Core Competencies

Strong team player, agile learner, self-motivated, continuous improvement, service focus, communication, mission & vision focus

Tools and Technology

Physical Functions and Work Environment

The physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

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.

The pay range for this role is:

40,000 - 45,000 USD per year (Koya Medical, Inc)