Retail Customer Care Specialist

IRB Medical Equipment LLC; Flint (MI); On-site; USD 17,000 - 25,000; Full time

Job summary

IRB Medical Equipment LLC in Michigan is seeking a customer-focused Call Center/Customer Service Associate. You will greet customers, take orders, answer questions, handle complaints and troubleshoot issues to ensure satisfaction.

Responsibilities include active listening, documenting interactions, coordinating with internal teams, and maintaining accurate records while upholding courteous professionalism in a fast-paced environment.

Qualifications

• High school diploma or GED is required or equivalent.
• 6 months of relevant customer service experience preferred.
• Excellent interpersonal and written/oral communication skills.
• Able to work in a fast-paced environment.

Responsibilities

• Greet customers and maintain a positive, empathetic, professional attitude.
• Engage in active listening and confirm information; diffuse upset customers as needed.
• Assist internal and external customers professionally.
• Complete bracing and related processes after competency approval.
• Examine, interview, and measure patients to determine appliance needs and fit factors.
• Fit, test, and evaluate devices for proper fit and comfort; make adjustments.
• Instruct patients in use and care of orthoses/prostheses, diabetic shoes, and mastectomy if applicable.
• Maintain patient records and coordinate with physicians for specifications.
• Handle requests from multiple sources (phone, fax, e-Commerce, in person) and process equipment services.
• Coordinate home equipment service with Dispatch for prompt delivery.
• Acquire and retain knowledge to provide product and service information.
• Keep showroom and shelf inventory clean and organized.
• Verify medical necessity and insurance coverage; coordinate with referral sources.
• Maintain knowledge of Medicare, Medicaid and third-party payors.
• Follow policy and ensure correct paperwork for Billing Department.
• Strive to meet or exceed department metrics while delivering excellent service.
• Make sales or recommendations as applicable.
• Other duties as assigned by management.

Skills

Interpersonal skills

Communication

Data entry

Customer service

Fast-paced

Education

High school diploma or GED

Tools

Computers

Job description

IRB Medical Equipment LLC in Michigan is seeking a customer-focused Call Center/Customer Service Associate. You will greet customers, take orders, answer questions, handle complaints and troubleshoot issues to ensure satisfaction.

Responsibilities include active listening, documenting interactions, coordinating with internal teams, and maintaining accurate records while upholding courteous professionalism in a fast-paced environment.