Why Us:
With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products ... Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.
Could This Be For You:
The Customer Service Representative is an advocate for ACP partners, staff, and dealers. This position reports to the Customer Service Supervisor. Customer Service Representative will execute technical troubleshooting and resolve technical difficulties with equipment, software, and hardware over the phone with internal and external customers.This Customer Support Representative role is based out of Reno, NV at Accelerated Care Plus (ACP), a Hanger company. We are a leading provider of Evidence-Based Clinical Programs, Leading-Edge Rehabilitation Technologies and Advanced Therapist Training serving over 6,000 healthcare entities and chronic rehab providers throughout the U.S., including the nation's leading Skilled Nursing, Assisted Living, Home Health, and Inpatient/Outpatient organizations nationwide. Please visit our website at www.acplus.com for more information on our innovative rehab technologies, outcome-focused clinical services for skilled nursing, and other post-acute care facilities nationwide.
Your Impact:
• Answer technical questions for partners, dealers, and staff calls into Customer Service.
• Execute technical troubleshooting and resolve technical difficulties with equipment, software, and hardware over the phone with internal and external customers.
• Assist field staff with questions and calibration issues as needed.
• Manage all Outlook mailboxes, and Fax drive.
• Administer complaints database for “Issues”, “Complaints”, and “Incidents” by collecting and maintaining accurate records of internal and external customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the compliance database.
• Accurately enter all supply, swaps, and replacements orders in AGW and/or MAS as needed dependent on process.
• Ensure appropriate data management of all customer orders within network database.
• Maintain relationships with new and existing customers to ensure the best customer support and provide information about products and services.
• Communicate with other departments as needed for all issues and/or complaints.
Minimum Qualifications:
• High school diploma or equivalent
• Minimum of two (2) years customer service experience in person and/or phone support
Additional Success Factors:
• Ability to effectively communicate technical information over the phone
• Experience with desktop operating systems including Windows 2000, XP and 7 environments
• Knowledge of basic computer hardware
• Experience with supporting various software applications and providing technical support for upgrades and enhancements
• Type minimum of 40 words per minute with minimal errors
• Excellent verbal and written communication skills
• Microsoft Office skills to include Excel, Word, Visio, PowerPoint
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships
• Keep the patient at the center of everything that you do, building lifelong trust
• Foster open collaboration and constructive dialogue with everyone around you
• Continuously innovate new solutions, influencing and responding to change
• Focus on superior outcomes, and calibrate work processes for outstanding results
Our Investment In You:
Employees working at least 20 hours per week are eligible for the following benefits:
• Competitive Pay
• Health Insurance
• Dental Insurance
• Vision Insurance
• 8 Paid Holidays per Year
• Paid Vacation Time Off
• Paid Sick Time Off
• 8 hours of paid time to volunteer in your community
• Floating Holiday
• Life Insurance
• Medical Flex Spend Account
• Dependent Care Flex Spend Account
• Free employee assistance program
• 401(k)
• Full-time employees are also eligible for short-term and long-term disability insurance
Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited
