The Help Desk Representative is responsible for providing day-to-day operational support to CARES customers related to questions on billing, deliveries, materials, or other general questions and concerns. Incumbent will be responsible for handling first level of inquiries and for more complex issues be able to effectively transition them to the appropriate subject matter experts within the Company.
Serve as resource for the national customer base with ability to provide answers to standard questions regarding all aspects of the customer relationship
Maintain good understanding of the CARES business model, the departments and the personnel along with their areas of expertise
Maintain strong working relationships with CARES Account Management Team, Billing & Collections Team and Installations
Track and maintain records of issues, customers and resolution status; provide monthly/quarterly reporting as needed
Monitor activity for trends, cases requiring special handling and communicate to Account Manager
Coordinate special projects as assigned
Strong customer service orientation and skills
Software application knowledge including good data entry skills
Knowledge and understanding of payment, pricing and reimbursement methodologies
Demonstrated dedication to providing outstanding customer service
Enthusiastic, and energetic and engaging personality with a desire to be supportive and positive team member
Ability to develop and maintain constructive and cooperative working relationships with clients and coworkers
Ability to gather data, compile information, and prepare reports ensuring proper attention to detail
Ability to effectively communicate and present information to current and prospective clients ensuring that CARES and the Hanger organization is viewed positively.
Strong PC skills with a working knowledge Microsoft Office suite, with strong skills in MS Excel, MW Word and PowerPoint.
Ability to make sound evaluative judgments.
Ability to think creatively and work productively with others to provide the best solution to meet a client need.
Excellent interpersonal skills.
Must organize/prioritize work, manage multiple tasks and projects and function effectively as a small-team member.
Hanger, Inc. - 2 years ago