Customer Service Technician Specialist

Rehab Medical, Inc.; Indianapolis (IN); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

401(k) match with seminars and one-on-

Tuition Reimbursement

Training and Orientation at our HQ in

Mentorship Onboarding Program

Employee Recognition Program

Leadership Development Program

Employee Assistance Program

Job summary

Rehab Medical, Inc. is seeking a Customer Service Technician Specialist in Indianapolis to support patients with diagnostic calls and service requests. You will maintain patient data, coordinate with field offices, and strive to provide excellent service.

The role requires a High School Diploma, strong customer service skills, and a technical aptitude to diagnose or repair equipment. On-site training and growth opportunities are offered at our Indianapolis headquarters.

Qualifications

• High School Diploma required.
• Customer service experience preferred.
• Technical aptitude with history of diagnosing or repairing equipment.

Responsibilities

• Respond to diagnostic inbound calls to the call center and handle service requests.
• Make outbound calls to respond to callbacks and requests via texting, voicemails, and other channels.
• Monitor the call queue and prioritize urgent patient communications.
• Provide professional, empathetic customer service and coordinate with local offices and sales teams.
• Update and maintain patient information in databases and enter service tickets.
• Respond to inquiries regarding service, equipment, shipments, deliveries, and general information.
• Troubleshoot equipment issues and determine need for replacement parts.
• Educate patients on service processes, timelines, and financial responsibilities.
• Track information and prepare reports as required; comply with all regulatory requirements.

Skills

Customer service experience

Technical aptitude

Data entry, email, internet

Verbal and written communication

Independent, detail oriented, organize

Meet multiple deadlines

Excellent customer service

Education

High School Diploma

Job description

About this position

Title: Customer Service Technician Specialist
Job Category: Customer Experience
Requisition Number: CUSTO002207
Job Type: Full-Time
Indianapolis, IN, 46240, United States
Description

Jumpstart your career at Rehab Medical, one of the nation’s leading providers of custom advanced medical equipment and a winner of multiple awards! Headquartered in Indianapolis, Rehab Medical is looking for driven, positive individuals who are ready to grow with us. Join our team and become part of a company that values your impact and development as much as the lives we improve every day.

As we continue to expand our reach, we’re looking to add individuals embodying our core values, making a positive impact on the lives of others, and driving continuous personal and professional growth to our dynamic Rehab Medical team. Whether you’re supporting patients, working with teammates, or building your career, every day brings an opportunity to make a meaningful impact.

Why You Should Apply:

• We offer health, dental, and vision benefits plus HSA incentives
• 401 (k) match with personal finance seminars and one-on-one assistance
• Tuition Reimbursement
• Training and Orientation at our Headquarters in Indianapolis
• Mentorship Onboarding Program
• Employee Recognition Program
• Leadership Development Program
• Health and well-being initiatives through our Employee Assistance Program

For prompt communication, we encourage applicants to opt into texting during the application process.

The Position: We are looking for a Customer Service Technician to join the team! Education and Experience:

• High School Diploma
• Must have customer Service experience and a drive to help our customers
• Must have technical aptitude and a proven history of diagnoses or repair of technical equipment

Job Skills and Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Basic computer skills including but not limited to data entry, email, and internet
• Ability to communicate telephonically
• Ability to maintain confidentiality
• Excellent verbal and written communication skills
• Ability to work independently, be detail oriented and organized
• Ability to meet multiple competing deadlines
• Excellent customer service skills

Overview: The Customer Service Technician Specialist, under the direct supervision of the Customer Service Manager, shall have responsibility for responding to diagnostic inbound calls to the call center, as well as any service request initiated. The position will also require outbound calls in response to call backs from our answering service, voicemails, text requests etc. Below are additional key functions and skills for this opportunity:

• Monitor the call queue and demonstrate urgency in answering patient calls
• Provide excellent customer service with professionalism and empathy
• Coordinate regularly with local offices and sales representatives in all locations
• Updates and maintains patient information in databases
• Responds to customer inquiries regarding service, equipment, products, shipment, deliveries, general information and complaints
• Troubleshoots issues and malfunctions with equipment. Diagnosis the need for replacement parts
• Educates patient on service processes, general expected timeframes, and estimated financial responsibility
• Enters service tickets into system as necessary
• Tracks information and complete reports when required
• Comply with all aspects of compliance

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.