Customer Service Agent – Remote

Location: Remote

Employment: Full-time

About the Position:

ROMTech now seeks a motivated individual to join our fast-growing customer service department as a full-time, remote Customer Service Agent. This role will have the responsibility of answering calls, dispatching calls to technicians, troubleshooting technical issues, and other administrative tasks. Candidates must be available Saturday – Wednesday, 9:00am to 5:30pm EST. Candidate MUST be able to work weekends.

Duties & Responsibilities:

  • Manage surgeon/DME e-commerce orders and data entry
  • Provide phone support for post-op patients and work directly with DMEs and Field Clinicians
  • Responsible for performing all Customer Service Agent responsibilities in accordance with established company protocols
  • Schedule Field Clinician follow-up appointments as necessary
  • Work as a liaison between the operational and clinical team, patients, surgeons, and DMEs
  • Serve as the first point of contact for patient inquiries
  • Comply with attendance at all ROMTech mandated trainings
  • Always exhibit excellent customer service skills to both external and internal customers
  • Utilize automated systems to log and retrieve information
  • Accurately enter surgeon and DME orders in a timely manner
  • Assist customers effectively by solving technical problems that may arise with the PortableConnect and any other ROMTech devices
  • Identify and escalate difficult customer situations to the appropriate party
  • Complete supporting paperwork and data entry as required
  • Consistently capture customer information accurately and appropriately

Qualifications & Requirements:

  • Minimum of 2-3 years of customer service experience, preferably in a call center
  • Minimum of 2 years in medical customer service, preferred
  • Effective verbal and active listening skills
  • Courteous and professional demeanor
  • Strong communication and writing skills
  • Detailed oriented and works with a high degree of accuracy
  • Ability to type 60 words per minute
  • Proficient understanding of computers
  • Ability to prioritize and work in a fast-paced environment
  • Handles confidential financial and personal information appropriately
  • Ability to tactfully manage stressful and difficult situations
  • Possess strong problem-solving skills
  • Experience with a CRM system
  • Experience working remotely
  • Associate degree or higher preferred

Candidates must be able to pass a pre-employment drug test and criminal background check.

Qualified candidates, please respond and include:

  • A cover letter detailing why you are an ideal fit for this job
  • An up-to-date resume

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for extended periods of time and use hands to operate a computer and other office equipment. The employee is frequently required to reach with hands and arms, talk, and hear. The employee is occasionally required to stand, walk, and lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

We are an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status, or any other classification protected under applicable Federal, State or Local law.