Customer Service Representative I

Ottobock; Austin (TX); Hybrid; USD 36,000 - 54,000; Full time

Job summary

Ottobock is seeking a Customer Service Representative to support our After-Care Team in Austin. Initial in-office training, then remote work most of the schedule, CST 9:00 AM–5:30 PM after training.

Position focuses on delivering a high level of customer satisfaction for warranty queries, maintenance requests, loaners, and repair estimates. You will use SAP and other systems to update records, escalate as needed, and coordinate with technicians to ensure timely repairs and clear communications

Qualifications

• Minimum two-year associate degree or 2 years remote CSR experience and a high school diploma or equivalent.
• Excellent interpersonal communication skills with emphasis on telephone skills.
• Experience with enterprise-based software solutions preferred.
• Proficiency with written communication.
• Able to effectively handle customer complaints.
• 1-3 years data entry experience required.
• Able to use Internet and email with proficiency with Microsoft Office products.
• Resourceful, customer oriented, organized and able to handle multiple priorities.
• Flexible; adaptable to change.

Responsibilities

• Create a world class experience for internal and external customers.
• Answer and deal with incoming calls courteously and professionally.
• Liaise between customers and technicians with repair explanations and dates.
• Provide accurate service and repair information on loaner availability and warranty.
• Schedule outbound loaner devices based on inventory and customer need.
• Prepare service and repair estimates for out of warranty devices.
• Complete and close open documents in SAP.
• Record required parts for loaners and coordinate with schedule.
• Maintain accurate customer information and records.

Skills

Interpersonal communication

Telephone skills

Time management

Organization

Teamwork

Education

Associate degree or 2 years remote CSR experience

Tools

SAP

Microsoft Office

CRM software

Job description

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Location: Austin, TX, US, 78758

Contract Type: regular

Scope of employment: full-time

Contact Information:

Job ID: 8627

Summary Statement

For more than a century Ottobock has pursued the mission of helping people living with limb loss or mobility challenges regain or maintain their freedom of movement. We do this through the development of leading prosthetic, orthotic and wheelchair innovation and an unwavering commitment to delivering superior patient care experiences. As a growing healthcare company, we continue to invest in both our people and new service offerings. With more than 10,000 employees worldwide and 900 across North America, we are dedicated to advancing the O&P industry and improving the lives of the people served by it.

We are looking for a Customer Service Representative to support our After-Care Team/Customers in Austin.

(In office for initial training and 1-2x a month. Will work remotely from home majority of schedule - must accommodate 9:00AM-5:30PM CST after training complete)

Responsible for creating a high level of satisfaction for customers who contact Ottobock after the sale to request information regarding warranty and maintenance, report problems or complaints, schedule a product loaner, and request repair estimates. Specifically responsible for using company procedures and systems, knowledge of products, and personal resourcefulness to process customer requests, resolve customer problems and complaints, and provide the Ottobock customer experience.

Duties & Responsibilities

• Create a world class experience for internal and external customers
• Answer and deal with incoming calls courteously and professionally, regardless of the caller’s demeanor.
• Liaise between customers and technicians to provide detailed explanations of repairs performed and expected completion dates.
• Provide accurate information at the time of service and repair on loaner availability, estimates, and warranty.
• Schedule outbound loaner devices based on inventory and customer need by dates
• Appropriately task individuals within the global organization to keep repair jobs moving forward
• Prepare service and repair estimates for out of warranty devices
• Complete and close open documents in SAP
• Know which additional parts or accessories are required for loaner products and add those to the schedule
• Recover outstanding loaners from customers and patients by reading reports and corresponding via email and phone
• Gather appropriate information from customers regarding problems and complaints, determine if FDA or standard escalation is required, properly code complaints and record them, and direct complaint to more senior associate for resolution
• Verify and update customer information as necessary to maintain accuracy of records
• Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules
• Maintains records of returns, schedule changes, product pricing, and resolves return credit problems
• Understanding of medical billing and reimbursement to support customer needs with loaners and repairs
• Redirect incoming customer inquiries to correct person/department
• Participate in local and global departmental meetings, team building, process improvements, and required training

Qualifications

• Minimum two-year associate degree or 2 years workexperience in a remote customer service related environmentand a high school diploma or equivalent
• Excellent interpersonal communication skills with emphasis on telephone skills.
• Experience with enterprise-based software solutions preferred
• Proficiency with written communication
• Able to effectively handle customer complaints
• 1-3 years data entry experience required
• Able to use Internet and email with proficiency with Microsoft Office products
• Resourceful. Customer oriented. Organized and able to handle multiple priorities
• Flexible; adaptable to change
• Able to manage time
• Strong organizational skills and ability to work independently
• Capable of following departmental guidelines and company code of conduct
• Able to work in a team environment
• Able to maintain flexible hours
• Must currently be located in U.S.
• Medical
• Vision
• Health savings accounts with employer contribution
• Flexible spending account options
• Company-paid life insurance policy
• Paid time off
• Company holidays
• Floating holidays
• 100% company-paid short & long-term disability
• 401k match up to 3.5%
• Paid parental leave

Diversity at Ottobock

We believe in mutual respect, enjoyment at work, and a culture where everyone feels valued. We are committed to diversity, equity, and inclusion, and welcome all applications - regardless of gender, age, nationality, disability, ethnic or social background, religion, or sexual orientation. We give special consideration to individuals with severe disabilities when equally qualified.

Your future at Ottobock

Ottobock’s products and services combine over 100 years of tradition with outstanding innovation in the fields of prosthetics, neuro-orthotics, and exoskeletons. Ottobock develops innovative fitting solutions for people with limited mobility and is driving the digitalisation of the industry. Founded in Berlin in 1919, the company has business activities in 45 countries with nearly 9,300 employees worldwide and operates the largest international patient care network with around 400 patient care clinics. Ottobock’s mission of improving freedom of movement, quality of life and independence is deeply rooted in the company's DNA, as is its social commitment: Ottobock has been a partner and supporter of the Paralympics since 1988.